Drive score formula (once per conversation not multiple times per conversation)
+5, Talk Time Ratio below 50%
+5, First 45sec Talk Time Ratio below 50%
+5, Avg Monologue below 45 secs
+15, Client emotion change positive
+10, Client positive emotions above negative emotions %
+10, Client laughter above 1
+10, Patience more than > 0.5
+5, Longest pause below 10sec
+5, Slow or Normal tempo
+10, Good Listening marker present
+10, Good patience marker present
+10, Emotions Mirrored marker present (Happiness, sadness, not anger)
-10, Too Little Patience marker present
-5, Fast speaking marker present
Version 2: Topics (šobrīd varētu pēc title atrast, ja iekrīt topic title tāds occurance), svarigi iekļaut topics Drive score aprēķinā (ideāli būtu caur marķieriem un to esamību)
+10 aģents: “laipnības vārdi / positive words”
+10 aģents: “Sarunu veidojošie”
+10 klients: “iebildums / iebildumi / iebildums / objection / rejection / too expensive” + aģents: “jautājums / jautājumi / questions / question” (seko viens aiz otra)
+10 klients: “cancellation / atcelt” + aģents: “jautājums / jautājumi / questions / question”
-50 klients “agresīvi”
-25 aģents “Negatīvie vārdi”
-25 klients “nav laika / atzvaniet / call back”
If KPI “no” then divide 2