Add scorecard
A scorecard is an evaluation tool that is used to assess the performance of employees or processes based on predefined criteria. In the context of quality management and performance evaluation, a scorecard can cover several sections, such as different evaluation areas or aspects. Each section contains specific evaluation questions or criteria that either award points or require binary answers (yes/no).
- Click on the button
Add scorecard.
Adjust the required settings:
Option/Function | Description | |
Name |
If you click save and a Scorecard with this name already exists, you will receive an error message.
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Description |
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Evaluation | ||
| When you create a new scorecard, the default setting is always manual. The evaluation is carried out without AI support. | |
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| If this setting is changed, your previously defined parameters are deleted. |
Scorecard elements
The scorecard elements are the configured sections of a scorecard that define the criteria and evaluation areas used to assess agent performance. Each section contains specific evaluation questions or items aimed at analyzing different aspects of agent performance, such as customer service satisfaction, communication efficiency or problem-solving skills. The assessment can be made either by answering a Yes/No question or by an assessment according to awarding points.
Scorecard Settings
The scorecard settings include the configuration settings used for the scorecard elements to customize and specify the evaluation criteria. This includes the definition of evaluation standards, point ranges and color coding for a clear visualization of the results. The settings allow the scorecard to be customized to meet specific assessment requirements and objectives. You can add and define any number of evaluation keys to customize the evaluation.
