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).

  1. Click on the button Add scorecard.
Add scorecard

Adjust the required settings:

Caption

Option/Function

Description

1

Name

  1. In the Name field, enter a unique name for the new Scorecard that does not already exist.

NOTICE! If you click save and a scorecard with this name already exists, you will receive the following error message:

2

Description

Entering a description is optional.

  1. In the field Description, enter additional details and information about the field of application.

3

Manual evaluation

When you create a new scorecard, the default setting is always manual. The setting is made via a toggle switch.

  1. Slide the toggle switch for Manual evaluation to the left or right.
  2. Toggle switch on the left: The evaluation takes place without AI support
  3. Toggle switch on the right: The evaluation is carried out with AI support.

NOTICE! If this setting is changed, your previously defined parameters are deleted.

4

Components of the scorecard

The scorecard components are the configured sections of a scorecard that define the criteria and assessment areas used to evaluate agent performance.

  1. In the drop-down list, Section.
  2. Click on the Add button to add the section.

NOTICE! The components of the scorecard are explained in more detail in a separate section later on this page. You will find further instructions there.

5

Scorecard Settings

The scorecard settings include the configuration settings. To customize and specify the evaluation criteria, edit the scorecard components.

  1. Click on the button Add evaluation scale to add a new evaluation section.

NOTICE! The scorecard settings are explained in more detail in a separate section later on this page. You will find further instructions there.

Components of the scorecard

The scorecard components are the configured sections of a scorecard that define the criteria and assessment areas used to evaluate 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 awarding points.

Components of the scorecard

Adjust the required settings:

Number

Option/Function

Description

1

Section

A section can contain several evaluation questions.

You have added a new section as described in the table above under point 4.

  1. Give your section a meaningful name.

2

Evaluation

An evaluation can consist of a yes/no question or a question with scoring. The creation process for a question is the same in both cases and differs only in the regulation of a slider and the awarding of points.

  1. In the drop-down list, Evaluation
  2. Click on the button Add to add a new evaluation.
  4. In the next drop-down list, select New QM question. It is added automatically.
  6. Enter your question in the text field below.
  8. NOTICE! In the case of an evaluation with scoring, the question must be formulated in such a way that it can be answered by awarding points. In the case of an evaluation with scoring, the question must be formulated in such a way that it can be answered by awarding points.
  9. Use the toggle switch to select whether you have entered a yes/no question or a question with scoring.
  10. NOTICE! In the case of a question with points, enter the number of points in the points field that reflects full completion of the question. In the case of a yes/no question, 0 remains in the points field.

Scorecard Settings

The scorecard settings include the configuration settings. To customize and specify the evaluation criteria, edit the scorecard components. 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 scales to customize the evaluation.

Scorecard Settings

Adjust the required settings:

Number

Option/Function

Description

1

Evaluation Scale

You have added a new evaluation scale as described in the table above under point 5.

NOTICE! The Evaluation Scale is automatically added at the end of the evaluation table.

2

Evaluation table

The standard rating table consists of 5 predefined ratings, ranging from Excellent to Bad. The rating scale is given as a percentage and can be visualized by assigning different colors.

NOTICE! Before adding further fields, check whether the standard rating table can be adapted to your needs.

Evaluation key
The name for the evaluation scale is entered here.

From %
The minimum percentage for the rating scale is displayed here. The percentage is calculated automatically by entering the percentage in the to % column.

To %
The maximum percentage for the rating scale is specified here.

Color
The color for the rating scale is assigned here.

Delete
Click on the icon to remove the rating scale.