Score Ranges and Flags

Score ranges can be configured for any or all of the scores in Frame. They allow users to bucket scores into ranges that are meaningful to them. Along with ranges, we can also configure flags to direct attention to desirable or undesirable trends within any of the score ranges.

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In the example above we have ranges and flags configured for the customer effort score as shown in the table below:

Range Name

Values

Color

Flag (optional)

Flag icon (optional)

Low

<10 minutes per record

green

  • flag when greater than 30% of records fall in this range
  • check

Medium

10-50 minutes per record

yellow

HIgh

50 to 90 minutes per record

red

Very High

more than 90 minutes per record

deep red

  • flag when more than 10% of records fall in this range
  • error icon
  • Flag icon options available (need to add icons)
    • star
    • error
    • bolt
    • plus
    • minus
    • check
    • circle

The Customer effort score shows us a flag with an error icon. On hover, we see that 15% of the records are in the “Very High” range which is higher than our 10% limit.

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The scores table has a “Flags” column that you can sort the table by to view all the breakdown entities that exceed the limit.

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When ranges are defined for a score the distribution widget has an option to change the view from a swarm plot to a bar graph to view distribution across the score ranges.