Scorebuddy BI
Bring business intelligence to every team that needs it.
Build custom dashboards and reports for CX, operations, product, and senior leadership. Filter by any dimension you need and share findings with the people best placed to act on them.
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Scorebuddy BI
Scorebuddy BI transforms performance data from the contact center into clear, shareable insights. Give every team that touches the customer experience the visibility they need to make better decisions.
Business Intelligence
Surface what the data is really telling you
Turn conversation insights, customer sentiment, and performance data into clear visuals that reveal what’s really driving CX outcomes. When CSAT drops or a new trend emerges, cross-reference sentiment, conversation topics, and agent or bot performance metrics simultaneously to pinpoint the root cause, diagnosing in hours rather than weeks.
Bot Performance
Understand exactly how your automation is performing
View bot containment rates alongside the sentiment and outcomes of escalated conversations to see where automation is working and where it’s creating friction. Use that visibility to make targeted improvements to your AI chatbot flows, backed by real interaction data.
Configurability
Build custom reports and dashboards
Create tailored dashboards for every team that needs visibility into the customer experience, from QA managers tracking scorecard patterns to product, marketing, and sales teams monitoring broader CX trends. Filter by agent, channel, scorecard, and time period to connect what you see to why it happened.
Proactive Intelligence
Spot emerging issues before they escalate
Sharing performance data across departments means emerging issues reach the right people sooner, and your teams can act on them faster. Pair recurring conversation themes with rising negative sentiment and your leadership team has an early warning system built into their regular reporting.
Key capabilities & benefits
- Custom Reports & Dashboards
Build tailored dashboards and reports for different teams and stakeholders, from contact center managers to senior leadership. - Multi-Dimensional Filters
Filter reports by agent, team, group, channel, scorecard, question, and time period to explore performance from every angle. - Easy Sharing
Distribute dashboards and reports to the teams who need them, with simple export and sharing options. - Clear Visual Reporting
Present complex performance data in clear visuals that any stakeholder can read, interpret, and act on.
"Since I started using Scorebuddy the reports are easier for me to present also quicker, and I feel very confident that I can present accurate numbers."
Monica Cadenas, Sun Life
"The automated reporting feature allows me to improve quality assurance visibility across different levels of the organization."
Jazmin Lawes, Deriv
"Scorebuddy has helped improve visibility into quality performance across teams by providing consistent scoring and reporting tools."
Jennifer, Manager of QA and Training, Global Insurance Leader