Grades are calculated at the end of the scoring process based on the answers to questions, and the point values assigned to each question. Grade Templates editor helps you create or edit grades.

You can customize the displayed report table as follows.

OptionProcedure
Display or hide certain columns in the table.
  1. Click the arrow next to any column heading, and then click the Columns option.
  2. If you want to display certain columns in the table, select the checkboxes next to their names.
  3. If you want to hide certain columns in the table, clear the checkboxes next to their names.
Sort the values in a column in ascending or descending order.Click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select the Sort Ascending or  Sort Descending option.
Filter the statistics based on a column.Click the arrow next to the column heading, and then use the Filters option. 
Lock or unlock a column.Click the arrow next to the column heading, and then click the Lock or Unlock option.



  • To search for a specific grade template, use the Filter field.  
  • To refresh the list, click the Refresh icon (Refresh icon).


  1. Click New.
    The New Grade Template popup window appears.
  2. Specify a name for the grade template.
  3. Select the required grades from the Grades table. To search for a specific grade template, use the Filter field.  
  4. If you want to add a new grade to the template, click New.
    The Grade popup window appears. 
  5. Specify a name for the grade. 
  6. Enter the minimum and maximum score percentages needed for the agent to achieve the grade (this percentage is based on the total correct/total points possible).
    • Min Score (greater than or equal to) is the minimum percentage of the score needed to achieve the grade.
    • Max Score (less than or equal to) is the maximum percentage of the score needed to achieve the grade.
  7. Select the Require Comment checkbox, if you want to enable adding comments with grades. 
  8. Click Add.
  9. Once you make all required changes, click Save in the New Grade Template window.


  • To modify a grade template, double-click the row that contains the desired grade template. Alternatively, you can select the row and click Edit. You can modify the name of the template, add or delete grades, or change the minimum and maximum score percentages.
  • To delete a grade template, select the template and click Delete. Alternatively, double-click the row, and click Delete in the grade template details window. 


The History tab displays the change history of the selected grade template. The table shows the description of the changes made, the name of the user, and the date and time of all changes. The timestamp in the Changed On column is represented in Eastern Time.