Edit scorecard
Edit Scorecard allows you to customize existing scorecards to ensure that the evaluation and analysis processes always meet current requirements. You can use this function to make changes to the evaluation criteria, the evaluation questions and the associated settings. This includes adding new sections, updating existing questions or customizing the scorecard settings.
- Choose a scorecard.
- Click on the button
Edit scorecard.
Adjust the required settings:
Caption | Option/Function | Description |
1 | Version | The version shows the number of changes to the scorecard. By selecting an earlier version, an already created policy version can be restored.
|
2 | Name |
If you click save and a scorecard with this name already exists, you will receive the following error message:
|
3 | Description | Entering a description is optional.
|
4 | Manual evaluation | When you create a new scorecard, the default setting is always manual. The setting is made via a toggle switch.
If this setting is changed, your previously defined parameters are deleted.
|
5 | 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. For more detailed information and instructions, please refer to the section Components of a scorecard later on this page. If you want to add a new section, seeAdd scorecard. |
6 | Scorecard Settings | The scorecard settings include the configuration settings. To customize and specify the evaluation criteria, edit the scorecard components. You can find more detailed information and instructions in the Scorecard Settings section later on this page. If you would like to add a new scorecard, see Add scorecard. |
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.
Adjust the required settings:
Caption | Option/Function | Description |
1 | Section | A section can contain several evaluation questions.
Make the desired name change for the section. If you want to add a new section, seeAdd scorecard. |
2 | Evaluation | An evaluation can consist of a yes/no question or a question with scoring. Make the desired modification to the evaluation question in the section. If you would like to add a new evaluation question, see Add scorecard. Make sure that the switch is set to the correct question type. |
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.
Adjust the required settings:
Number | Option/Function | Description |
1 | Evaluation Scale | Insert a new rating scale here, see Add scorecard |
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. Before adding further fields, check whether the standard rating table can be adapted to your needs. Evaluation key From % To % Color
|
Delete