The Scorecard dashboard displays the analytics data related to scorecards. A scorecard is a collection of questions that are used to address key performance indicators (KPIs) and factors affecting the specific goals of a business. In the Analytics tab, you can use scorecards to evaluate the performance, compliance, and efficiency of agents and their skills in a multichannel environment.
You can create scorecards from WFO > Configuration > Scorecards. After creating the scorecards, you can use different parameters of the scorecard to create trends.
You can filter the scorecard data by using the Date Range, Scorecard Name, and QM Skill Name parameters.
Exploring Trends
The Scorecards dashboard displays the following trends:
| Trend | Description |
|---|---|
| U-QM Score Trend | Displays information about the scoring trend. The following details are displayed:
|
| Largest Changes by Scorecard | Displays information about the scorecards that have gone through the largest changes in terms of passing percentage. The following details are displayed:
|
| Highest Scoring Skills | Displays information about the skill name and the pass percentage for that skill. |
| Lowest Scoring Skills | Displays information about the skill name and the pass percentage for that skill. |
| Largest Changes by Agent Skill | Displays information about the agent skills that have gone through the largest changes. The following details are displayed:
|
Largest Agent Score Changes | Displays information about the agent scores that have gone through the largest changes. The following details are displayed:
|
| Agent Skill Details | Provides information about agent skills. |