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                                                                                                                                    Knowledge Center
                                                                                                                                      • Get Started With Video Training
                                                                                                                                        • Getting Started
                                                                                                                                          • Tutorials
                                                                                                                                            • Improving Agent Performance
                                                                                                                                              • Building Reports & Dashboards
                                                                                                                                                • Building a Category
                                                                                                                                                  • Embed Creovai training within your learning management system
                                                                                                                                                  • Creovai Glossary
                                                                                                                                                    • Services & Support Documents
                                                                                                                                                      • Support
                                                                                                                                                        • Services
                                                                                                                                                          • Conversation Intelligence
                                                                                                                                                            • Agent Assist
                                                                                                                                                          • Search & Browse
                                                                                                                                                            • Overview
                                                                                                                                                              • Interaction results
                                                                                                                                                              • Customer Interactions
                                                                                                                                                                • Custom Scores
                                                                                                                                                                  • Overview
                                                                                                                                                                    • Interaction Timeline
                                                                                                                                                                      • Transcript & interaction details
                                                                                                                                                                        • Composite Interactions
                                                                                                                                                                        • Reports
                                                                                                                                                                          • Reporting Overview
                                                                                                                                                                            • Create and modify a report
                                                                                                                                                                              • Manage reports
                                                                                                                                                                                • Graphing basics to get you started
                                                                                                                                                                                  • Graphing customization and advanced options
                                                                                                                                                                                    • Notifications
                                                                                                                                                                                    • Dashboards
                                                                                                                                                                                      • What's new?
                                                                                                                                                                                        • Share dashboards as emails
                                                                                                                                                                                          • Sharing dashboards
                                                                                                                                                                                            • Overview
                                                                                                                                                                                              • Manage dashboards
                                                                                                                                                                                                • Customize dashboards
                                                                                                                                                                                                • Folders
                                                                                                                                                                                                  • Overview
                                                                                                                                                                                                    • Create and modify a folder
                                                                                                                                                                                                      • Manage folders
                                                                                                                                                                                                      • Categories
                                                                                                                                                                                                        • Overview
                                                                                                                                                                                                          • Building a category
                                                                                                                                                                                                            • Category groups
                                                                                                                                                                                                            • Labels
                                                                                                                                                                                                              • Overview
                                                                                                                                                                                                                • Manage labels
                                                                                                                                                                                                                • Evaluations
                                                                                                                                                                                                                  • What's new?
                                                                                                                                                                                                                    • Overview
                                                                                                                                                                                                                    • Agent Guidance
                                                                                                                                                                                                                      • Agent Guidance User Guides
                                                                                                                                                                                                                        • Scripting
                                                                                                                                                                                                                        • Coaching
                                                                                                                                                                                                                          • Overview
                                                                                                                                                                                                                            • Features
                                                                                                                                                                                                                            • Inbound Integrations
                                                                                                                                                                                                                              • Overview
                                                                                                                                                                                                                                • Cloud integrations
                                                                                                                                                                                                                                  • Recording platform integrations
                                                                                                                                                                                                                                  • Connect Apps & Services
                                                                                                                                                                                                                                    • Qualtrics
                                                                                                                                                                                                                                      • Salesforce
                                                                                                                                                                                                                                        • SFTP
                                                                                                                                                                                                                                        • Settings
                                                                                                                                                                                                                                          • Preferences
                                                                                                                                                                                                                                            • Profile
                                                                                                                                                                                                                                              • Access & security
                                                                                                                                                                                                                                                • Distribution lists
                                                                                                                                                                                                                                                • About Creovai
                                                                                                                                                                                                                                                  • Creovai overview
                                                                                                                                                                                                                                                    • Feature spotlight
                                                                                                                                                                                                                                                    • APIs
                                                                                                                                                                                                                                                      • Account Adminstration
                                                                                                                                                                                                                                                        • Account Administration
                                                                                                                                                                                                                                                          • Overview
                                                                                                                                                                                                                                                            • External Sharing
                                                                                                                                                                                                                                                              • Configure access & security
                                                                                                                                                                                                                                                                • Manage users
                                                                                                                                                                                                                                                                  • Manage user groups
                                                                                                                                                                                                                                                                    • Manage agents
                                                                                                                                                                                                                                                                      • Manage agent groups
                                                                                                                                                                                                                                                                        • Manage agent sources
                                                                                                                                                                                                                                                                          • Reporting
                                                                                                                                                                                                                                                                        1. Home
                                                                                                                                                                                                                                                                        2. Customer Interactions
                                                                                                                                                                                                                                                                        3. Custom Scores

                                                                                                                                                                                                                                                                        Custom Scores

                                                                                                                                                                                                                                                                        Troubleshooting: Improve a custom QA score
                                                                                                                                                                                                                                                                        What is a custom score?
                                                                                                                                                                                                                                                                        Overriding a custom score
                                                                                                                                                                                                                                                                        Knowledge Center