Overview: Scorecards (Console)

This article describes how to create and publish scorecards in Scorecards in Console.

Overview

In Console, the Scorecards workspace in the Queues menu is where you can create customizable scorecards to measure user performance against the goals / expectations of each of your queues.

Personalized, ongoing coaching is an important learning method for supporting the development of queue users. They perform better when they know, and are measured against, specific criteria based upon the needs of the business.

Note: Not all queue users have access to completing scorecards.

This article covers the basics of creating and configuring scorecards in Console.

Create a scorecard for a queue

A queue can have an unlimited number of scorecards connected to it. Managers can fill out multiple scorecards for the same interaction and can complete the same scorecard multiple times. See Create a new scorecard

Connect a scorecard to a queue

Once you’ve created a scorecard, you’ll publish it and link it to a queue.

Scorecards are configurable to have yes/no, ranking, and text field inputs so you can gather the most accurate, useful types of information.

You can also choose whether you want some results to be weighted higher or lower than others. By assigning a weight to  a question, you can apply different values when generating the overall score for the interaction being reviewed.

Coach with a scorecard

Once you’ve created a score card, published it, and linked it to a queue, the scorecard will be available for use in coaching. This means that, once an interaction is completed in that queue, you can evaluate the interaction with the scorecard.

To learn more about coaching on a completed interaction, see this article: Overview: Interaction coaching tab.

Note: Only users with the coaching permission have access to the coaching tab and the ability to leave comments on scorecards.

Visual breakdown

Scorecard editor workspace

To build a scorecard, you first need to create it and then you’ll have access to the scorecard editor workspace. This is where you’ll add and set up each question for the scorecard. 

Version menu (A)

The version menu at the top-center of the screen is where you toggle between all versions of the scorecard. The version that is defined as the current version is titled with - “Current”. If a version is published, it will be titled with “- Published”. Otherwise, if the scorecard version doesn't have “Current” or “-Published”, then the scorecard is just a draft.

Publish+Current (B)

The Publish+Current button is where you publish the scorecard and make it the current version of the scorecard.

Duplicate (C)

The Duplicate button is where you make a copy of this scorecard version to update it or change it in some way.

Exit (D)

The exit button (indicated by a “X” icon) located in the top right corner of the container. This is how you leave the container without saving changes made to it.

Drag and drop (E)

The drag and drop button (indicated by the double horizontal lines icon) is located on the left of the container. This is how you move a question up or down to position it where you need. 

Question text field (F)

The question text field is where you create a question for the scorecard. 

• Field Type menu: The field type menu is where you define the question type. The question type questions are: Ranking (1-5 or 1-10), Yes/No, and Text Box.

• Weight text field: The weight text field is where you input the weight for this question as it compares to other questions in the scorecard.

• Allow N/A toggle: The Allow N/A toggle is where you define whether the evaluator can mark the question as “N/A” or not when filling out the scorecard. 

  • • Enabled Allow N/A toggle: If they enable this toggle, then this question is not required for submitting the scorecard. The evaluator can skip this question when completing the scorecard.

    • Disabled Allow N/A toggle: If they disable this toggle, then they need to score the interaction with this question. This question is required to be completed to submit the scorecard.

• Other Feedback toggle: The Other Feedback toggle is where you define whether the evaluator has the option or not to add additional notes on the scorecard.

• Delete: The delete button (indicated by a trash can icon) is located on the right side of the question. This is where you delete the question from the scorecard. This action isn’t reversible.

+Add (G)

The +Add button is where you add a new question to the scorecard. 

Save (H)

The Save button is where you save the changes made to the scorecard. The scorecard doesn’t automatically save your changes, so you need to click this button to capture changes made to the scorecard.

Scorecard view workspace

Once you select a published scorecard from the list workspace, you’re directed to the view workspace to look over the scorecard.

You can’t edit or modify a published scorecard. You need to duplicate the scorecard to make a new version of it before you can change the scorecard.

Version menu (A)

The version menu at the top center of the screen is where you toggle between all versions of the scorecard. The version that is defined as the current version is titled with - “Current”. If a version is published, it will be titled with “- Published”. Otherwise, if the scorecard version doesn't have “Current” or “-Published”, then the scorecard is just a draft.

Duplicate button (B)

The Duplicate button is where you make a copy of this scorecard version to update it or change it in some way.

Use cases

Performance scorecard

Build a scorecard to evaluate the quality of customer service provided by your agents. This can include questions that relate to quantitative data such as handle time, on-hold time, and more.

Customer service scorecards

Build a scorecard to evaluate customer satisfaction. This can include questions that relate to their soft skills, tone, language, whether the agent was able to resolve the issue, etc.

Performance improvement scorecards

Build a scorecard to identify areas where an agent needs extra training or coaching before they're ready to handle more complex customer issues or take on more responsibility.

Adherence to Process scorecard

Build a scorecard to evaluate process adherence. This can include questions on how well the agent was able to pull up proper documentation, escalate the request to the proper individual or queue, take sufficient notes, and more.

Read more

• Create a scorecard (Console)

• Publish a scorecard (Console)

• Link a scorecard to a queue (Console)

• Overview: Interaction coaching tab (Console)

• Overview: User Permissions container in Users (Console)