.Assessor - Design-Scorecards Tab vU9

The Design-Scorecard tab allows you to design dynamic scorecards, assign scorecard to a specific service and utilize these scorecards to score the calls.

Navigate to WFO > Assessor > Design-Scorecard tab to design scorecards and add questions to the scorecard.

Adding a Scorecard

You can design your scorecards and assign them to a service. To add a new scorecard:

1. Select the Add button from the bottom left of the Scorecards panel.
2. Add the Description for the scorecard.

3. Assign the scorecard to an existing group by selecting a group from the drop-down.

   If you want to you can create a new group by adding the group name in the Group field.

4. Click OK.
   
5. You can create a tree of questions by either adding or cloning the questions.

Once added, you can create a tree of questions by adding or cloning questions. The Questions panel is a tree grid and you can create root questions, follow-up questions, and same-level questions. This panel displays details of each question and provides you options to modify the Questions:

Fields	Description
Name	Displays the name of the question.
Follow-up	Allows you to add follow up question by clicking the icon.
Next	Allows you to add Next question by clicking the  icon.
Trigger	Displays if the question triggers a follow up question.
Del	Allows you to delete a question by clicking  the icon.
Text	Displays the question text.
Type	Displays the question type.
Weight	Displays the weight assigned to a question.
Optional	Allows you to select the question as optional.

Adding Questions to Scorecard

To add a new question:

1. Select the Add button from the bottom left of the Questions panel.
   This presents you with the Properties and Answers tabs in the Question Editor panel.

• Properties tab:
  1. Enter the Question Name.
  2. Add the question in the Question Text.
  3. Select the Question Type from the drop-down menu.
     You can create either of the following types of questions - Multiple Choice, Short Answer, or Closed-Ended (Yes or No).
  4. Assign the Weight to the question.
  5. Select the Group from the available drop-down menu to map the question to a specific group or create a new group by adding the group name in the Group field.
     

• Answers Tab:

  1. Add the answer to the question as a Label.
  2. Assign Score to the answer.
     Score is similar to the Weight that you assign to the question, hence it impacts the overall score.
  3. Select the Flag check box if you wish to add a particular assessment to the flagged list. You can search for the flagged assessment in the reports.
  4. Once you add the questions and finish designing the scorecard, click Save.
  5. Click Publish to utilize the same for evaluating the calls.
     See Assessor - Score tab for more information on evaluating calls.

Clone Questions to a Specific Scorecard

1. Select the Scorecard where you want to clone and save the questions.
2. Click the Clone button to clone questions from the existing scorecards.
3. This presents you with the Clone Questions screen.
4. Click the arrow to expand and view the questions listed in the scorecard(s).
5. Select the required questions you want to clone to your scorecard and click OK to clone the questions.
   

Assigning Scorecard to a Service

You can assign the Scorecard to a particular service and utilise the same when scoring calls assigned to that particular service.

To assign Scorecard to a service:

1. Select the Assign Scorecard to Service button at the bottom right corner of the Scorecard panel to assign the scorecard you built to a particular service.
2. Select the Service you want from the available list of services.
3. Click the Scorecard drop-down to the right of the selected Service.

4. Select the Scorecard you want to assign to the selected Service