The Scorecard Statistics report displays performance statistics for both manual and automatic scorecards. The data in the report summarizes the results of scored interactions. You can analyze the performance results in the report at the question and agent levels. You can also view each scorecard's performance (that is, if the agent cannot answer a particular question on a scorecard or if an agent cannot meet the business expectations based on the agent's score).
To access the Scorecard Statistics report, on the WFO tab, click Conversation Reporting>ScorecardStatistics.
The Scorecard Statistics window provides details such as Scorecard Type, Total Scored, Percentage Scored, Avg Score, Highest Score, Lowest Score, and Avg Duration for each scorecard.
To access a report for a different period or parameters, use the Advanced Search icon (). For more information, see Creating a Saved Search