Add Scorecard Manual Evaluation

Manual evaluation is carried out entirely by a user without any AI-based assistance. In this mode, the only available evaluation criteria is the “New QM Question.” This question type supports two scoring options: either as a yes/no format, where only full or no points can be assigned, or as a points-awarding format, where scores can be given within a defined range. The scorecard elements represent the structured sections used to assess agent performance and include these QM questions. They allow evaluators to manually assess areas such as communication, service quality, or problem resolution based solely on their input and the predefined scoring logic. Unlike automated evaluation, no AI-generated suggestions or scoring are applied. Every result is based on the evaluator’s judgment and the configuration they define.

Scorecard Elements Manual Evaluation

Adjust the required settings:

Number	Option/Function	Description
1	Manual Evaluation	Move the slider to Manual Evaluation to use the manual evaluation.
2	Upload	To increase efficiency, there is the option to upload a CSV file to the Scorecard Elements. The imported data will automatically flow into the Scorecard Elements. Click on to upload a CSV file. NOTICE! If a scorecard has already been partially configured manually, uploading a CSV file will overwrite the existing Scorecard Elements. The following error message will occur before the import proceeds:
3	Add Section	Sections form the foundational structure of a scorecard. They are required for setup and can include several evaluation criteria to assess different aspects of performance. You can rearrange the order of the sections flexibly using the arrows. Click on Add Section to add a new Section. Click into the text field to enter a meaningful name.
4	Add Evaluation	Each evaluation criteria belongs to a section. In the context of Manual Evaluation, there is only the New QM Question available. Click on the button Add Evaluation, below the section, to add a new evaluation criteria. In the next drop-down list, select New QM question. It is added automatically. Enter your question in the text field below. Use the toggle switch to define how the evaluation criteria should be scored later on. You can choose between a Yes/No question or Awarding Points: Yes/No: Either full or zero points can be awarded Awarding Points: Allows to assign any value within the defined range, including decimal numbers.