A scorecard category is based on the grouping of similar types of scorecards. Categories allow you to select which scorecards you want to evaluate on a call. You can add scorecards into a category and then select from a drop-down list on the Interaction Review window. 

You can add only manual scorecards into categories. 

Accessing the Scorecard Categories Configuration

To access the configuration of scorecard categories, on the WFO tab of the LiveVox Portal, click Conversation Configuration > Scorecard Categories.
The Scorecard Categories window with all configured scorecard categories is displayed.

  • To search for a specific scorecard category, use the Filter field.
  • To view information about only active scorecard categories, select the Active Only checkbox.
  • To customize the table columns view, see the instructions in the Customizing a Table section in SpeechIQ Reporting.
  • To refresh the list, click the Refresh icon ().

Creating a Scorecard Category

To create a scorecard category:

  1. In the Scorecard Categories window, click .
    The New Scorecard Categories popup window appears.

  2. Specify a name for the scorecard category.
  3. Click Save.

Modifying a Scorecard Category

To modify a scorecard category.

  1. In the Scorecard Categories window, double-click the scorecard category that you want to modify. Alternatively, you can select the scorecard category and then click .
    The Settings tab appears.

  2. You can:

    1. Change the name of the scorecard category.
    2. Change the status of the scorecard category by selecting the Active checkbox.

    3. Select the scorecard that you want to include in the scorecard category from the Available column, and then click the right arrow to move it into the Selected column. 

      • To filter the scorecards, use the Filter by name box.
      • To remove the scorecard from the scorecard category, select the scorecard and then click the left arrow.
      • To revert all your changes, click the reset icon.

  3. Click Save.

The History tab displays the change history of the selected scorecard category. 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.