T10-R3 in five minutes

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Wikipedia's speech-analytics page says the technology can point to where an agent may need coaching and can monitor service on calls.

A number with no written rubric is a mood. Write the behavior you are scoring.

That page defines precision as the share of search results that are relevant, and recall as the share of relevant items the search returned.

Those two measures answer different questions. A high number on one is not a high number on the other.

This lab does not publish a contact-center quality score as a fact.

Write the rubric in words before you write a point value. If you cannot say what a miss looks like, you do not have a score.