This article defines two success metrics:
Opportunity Success Score (OSS): The average of the Agent Success Factor (
1for Yes-A/Yes-B;0for No) across valid opportunities.Conversation Success Score (CSS): The average conversation quality.
Opportunity Success Score (OSS)
OSS is the average of the agent success factor (1 for Yes-A/Yes-B; 0 for No) across valid opportunities.
Conversation Success Score (CSS)
The CSS is an opportunity for a business to evaluate the conversation. For each session:
Conversation Quality = 0.2 × Star Rating
Star-to-quality mapping:
5 ★ → 1.0
4 ★ → 0.8
3 ★ → 0.6
2 ★ → 0.4
1 ★ → 0.2
The CSS is then an average of the Conversation Quality across all sessions.