An effective evaluation program needs a well-balanced scorecard, which contains questions that address key performance indicators (KPIs) and factors affecting the specific goals of a business. To achieve this, the Scorecards section of the SpeechIQ configuration contains a flexible scorecard builder. You can create different types of questions (such as logic-based, optional, and multiple-choice) based on specific goals and objectives. You can use the questions to address performance, compliance, and efficiency in a multichannel environment. Depending on the importance of the metrics, you can assign weighted scores for a meaningful evaluation. 

To access the Scorecards window, navigate to WFO > Conversation Configuration > Scorecards.

The Scorecards Groups are displayed. Click a Scorecard Group to display the scorecards that are part of the group.

You can list the scorecards by clicking  or View All.

  • To view information about only active scorecards, select the Active Only checkbox.
  • Click  to search for a specific scorecard by name. 
  • Click Groups to display the scorecards based on the groups.
  • Click to search scorecards based on filter criteria.
  • To refresh the list, click .

Creating a Scorecard Group

To create a scorecard group:

  1. Navigate to WFO > Conversation Configuration > Scorecards.
  2. On the Scorecard Groups window, click . The Add Scorecard Group window is displayed.

  3. In the Add Scorecard Group window, enter a Name for the group.
  4. Click Save.

Creating a Scorecard

To create a scorecard:

  1. Navigate to WFO > Conversation Configuration > Scorecards. Click or View All to access the list view of the scorecards and click .

    The following tabs are displayed:
    TabsDescription
    SettingsTo modify scorecards.
    FiltersTo select interaction types and associate scorecards to services.
    GradesTo create and publish grades.
    Questions

    To add primary and follow-up questions to scorecards.

    HistoryTo view the changes made to scorecards.

  2. Specify values in the following fields.

    FieldDescription
    ActiveSelect to make the scorecard active.
    NameSpecify a name for the scorecard.
    Group

    Select a group using to categorize the scorecard.

    DescriptionEnter a description of 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 automatically populates based on the scorecard setup.
    • Auto: This option 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.  

      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.
    CategoriesSelect the category that you want to assign to the scorecard. Choose from the Available list and move it to the Selected list.
    Click Edit Categories to open the Scorecard Categories window. Add or edit scorecard categories here.
    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 to provide support to agents for dispute resolution.
    Choose the arbitrators from the Available list and move to the Selected list.

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

  3. Click Save.
    The scorecard is created and displayed under the specific Scorecard Group.

    • 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 .

Adding Filters to a Scorecard

To add filters to a scorecard:

  1. Navigate to WFO > Conversation Configuration > Scorecards. On the Scorecard Groups window, select the scorecard group. The list of scorecards that are part of the group is displayed.
  2. Double-click the required scorecard.
  3. Navigate to the Filters tab.

  4. Under Interaction Types, choose the interaction type using the check box. Select between Voice, Email, SMS, and Chat.
  5. Under Services, select the services to be assigned to the scorecard. Choose the services from the Available list and move the selected services to the Selected list.
  6. Click Save.

Adding a Grade to a Scorecard

To create and add a grade to a scorecard:

  1. Navigate to WFO > Conversation Configuration > Scorecards. On the Scorecard Groups window, select the scorecard group. The list of scorecards that are part of the group is displayed.
  2. Double-click the required scorecard.
  3. Navigate to the Grades tab.
  4. Choose a grade template in the Select a Template field.

    To add or edit a grade template, click Edit Templates. The Grade Templates List window opens (WFO > Conversation Configuration > Grade Templates).


  5. Select a Grade from the template using .
  6. Click to add a new grade.

  7. Specify values in the following fields.

    Field

    Description

    Grade Name

    Specify a name for the grade.

    Min Score %    

    Specify the minimum grade.

    Max Score %    

    Specify the maximum grade.

    Require Comment    

    Select the checkbox, to make comments required for a grade. If you select this, a call reviewer cannot save the evaluation without commenting on the grade.

  8. Click Save.

Adding Questions to a Scorecard

You can add primary and follow-up questions to a scorecard. The Questions tab also allows you to specify the scoring type for the scorecard questions.

To add questions and specify the scoring type:

  1. Navigate to WFO > Conversation Configuration > Scorecards. On the Scorecard Groups window, select the scorecard group. The list of scorecards that are part of the group is displayed.
  2. Double-click the required scorecard.
  3. Navigate to the Questions tab.
  4. Select the Scoring Type using the drop-down menu. Choose between By Question, By Question Group, and By Scorecard.
  5. Click to add a New Group or a New Question.
  6. For a New Group:

    1. Specify the Name of the group.
    2. Choose a grade template in the Select a Template field.

      To add or edit a grade template, click Edit Templates. The Grade Templates List window opens (WFO > Conversation Configuration > Grade Templates).


    3. Select a Grade from the template using .
    4. Click to add a new grade.

    5. Specify values in the following fields.

      Field

      Description

      Grade Name

      Specify a name for the grade.

      Min Score %    

      Specify the minimum grade.

      Max Score %    

      Specify the maximum grade.

      Require Comment    

      Select the checkbox, to make comments be required for a grade. If you select this, a call reviewer cannot save the evaluation without commenting on the grade.

    6. Click Complete.

  7. For a New Question:

    1. Select the Optional check box to make the question optional.
    2. Select the Group using .
    3. Select the Type. Choose between Multiple Answer, Multiple Choice, Short Answer, Yes/No.
    4. Select if you want to Fail Scorecard or Fail Question Group for any answers to the question. Select None if no action must be taken.
    5. Add Answers and assign Points to the answers. If Fail Scorecard or Fail Question Group is selected, choose which answer is used to fail the scorecard or question group using the check box.

      The Answers section is not available for the Short Answer type.


    6. Click Complete.
  8. The Total Points are displayed based on the Scoring Type you select.
  9. If the Scoring Type is By Question, the points for each question are displayed along with the Total Points, which is the sum of the points for all the answers. 
  10. If the Scoring Type is By Question Group, the points for each group are added and the Total Points is the sum of the points for all the question groups.

    • To add a follow-up question, select the question and click and follow the instructions listed in Step 7.
    • Click to edit the question.
    • Click to delete the question.
  11. If the Scoring Type is By Scorecard, the Total Points are assigned to the scorecard.

    1. Enter the Total Points for the scorecard.
  12. Click Save.

Copying a Scorecard

To use an existing scorecard and then make further modifications, you can clone or copy the scorecards.

To copy a scorecard:

  1. Navigate to WFO > Conversation Configuration > Scorecards. On the Scorecard Groups window, select the scorecard group. The list of scorecards that are part of the group is displayed.
  2. Select the scorecard you want to copy and click .
  3. Enter the Name of the new scorecard.
  4. Click Copy. Make any necessary changes.

Publishing a Scorecard

You need to publish scorecards to evaluate recordings.

You can publish only the scorecards that contain questions.

To publish a scorecard:

  1. Navigate to WFO > Conversation Configuration > Scorecards. On the Scorecard Groups window, select the scorecard group. The list of scorecards that are part of the group is displayed.
  2. Double-click the scorecard to be published.
  3. Click Publish.

  4. The value in the Status column for the scorecard changes from DRAFT to PUBLISHED.

    To revert the status of the scorecard to draft, click the scorecard, and then click Switch to Draft.

Viewing a Scorecard's History

You can view the history of a scorecard, which includes the following information:

  • Name: Indicates the task name.
  • Created By: Indicates who created or updated the scorecard.
  • Created Date: Indicates when changes were made.
  • Description: Information about the changes.

To view the history of a scorecard:

  1. Navigate to WFO > Conversation Configuration > Scorecards. On the Scorecard Groups window, select the scorecard group. The list of scorecards that are part of the group is displayed.
  2. Double-click the scorecard and navigate to the History tab. You can view the history of the actions performed on the selected scorecard.