Response Quality
A quality scorecard for your companions' responses across your organization.
The Response Quality card acts as a report card for your companions. It evaluates how well they're responding to visitors and assigns an overall letter grade based on five quality dimensions.
Overall grade
Your organization receives a letter grade from A (excellent) down to F (needs significant improvement). This grade is a weighted summary of the five dimensions below, aggregated across all your companions.
The five dimensions
A radar chart visualizes how your companions score in each area.
| Dimension | What it measures |
|---|---|
| Accuracy | Are your companions giving correct, factual answers? |
| Helpfulness | Are responses actually useful to the visitor, or just technically correct but unhelpful? |
| Clarity | Are answers easy to understand, well-structured, and free of confusion? |
| Relevance | Do responses stay on topic and address what the visitor actually asked? |
| Completeness | Do answers fully address the question, or do they leave gaps the visitor has to follow up on? |
How to use this
- If one dimension is significantly lower than the others, focus your companion training there first.
- A strong Accuracy score with a weak Helpfulness score usually means your companions know the material but aren't presenting it in a way that actually helps visitors.
- A weak Completeness score often means your knowledge base has gaps that need filling.
For quality scores on a specific companion, visit Companion Insights.
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