U17 Pop-Out Help

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Expand
titleCreating a Scorecard
  1. On the Scorecards tab, click New.

  2. Specify values in the following fields.

    Expand
    titleField Descriptions


    FieldDescription
    NameSpecify a name for the scorecard.
    Interaction Types

    Select any an interaction type or multiple interaction types by clicking selecting the required checkboxes. You have the following options:

    • Voice
    • Email
    • SMS
    • Chat
    GroupSelect a group to categorize the scorecard on the Scorecards tab. If you want to create a group, enter a name for the group.
    DescriptionEnter a description of the scorecard.
    CategoriesSelect the category that you want to assign to the scorecard.
    Type

    The field contains the following options:

    • Manual: This option requires you to manually select the scores for each question. The overall grade will automatically populate based on the scorecard setup.
    • Auto: This option is automatically scores calls as they are processed. Results are driven by terms/phrases identified by the assigned keyword lists.
    Scoring Method

    Select one of the following options:

    • Basic: This option, selected by default for a new scorecard, indicates that the scorecard does not support a weighted score.

    • Weighted: Select this option if you want the scorecard to support a weighted score. For an existing scorecard, the option is selected by default.  

      Info

      This field is enabled only if the Manual option is selected in the Type field.


    Allows comments on ScorecardSelect this checkbox if you want users to be able to provide comments.
    Requires AcknowledgmentSelect this checkbox if you want an acknowledgment task to be created in the work queue of agents when an evaluation is created.
    Supports Arbitration

    Select this checkbox if you want to provide support to agents for dispute resolution.

    Note

    This checkbox is enabled only if the Requires Acknowledgment checkbox is selected.


    Arbitrators

    Enter the names of the arbitrators.

    Note

    This field is enabled only if the Supports Arbitration checkbox is selected. A user can be assigned as an arbitrator through the User Maintenance window, which appears when you click Speech IQ > Configuration on the WFO tab.


    Total Scorecard Points

    Enter a point for the scorecard. You can also select a point by using the arrow buttons.

    Info

    This field is enabled only if the Auto option is selected in the Type field.



    Note

    To add more filters, click Update Filters and select the appropriate fields.



  3. If you have selected the Auto option in the Type field, click Update Filters.
    The Filters window appears.
  4. Specify the filters based on which you want the scorecard to be categorized, and then click Apply.

  5. In the Scorecards window, click Save.
    The scorecard is created and displayed on the Scorecards tab.

    Info
    • To modify a scorecard, on the Scorecards tab, double-click the scorecard that you want to modify.
    • To delete a scorecard, in the row containing the scorecard, in the Del column, click .


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