The Scorecard dashboard displays analytics data related to scorecards. A scorecard is a collection of questions that are used to address key performance indicators (KPIs) and factors affecting the specific goals of a business.  In the Analytics tab, you can use scorecards to evaluate the performance, compliance, and efficiency of agents and their skills in a multichannel environment.

You can create scorecards from WFO > Configuration > Scorecards. After creating the scorecards, you can use different parameters of the scorecard to create trends. For more information about scorecards, see Scorecards. 

You can filter the scorecard data using the Date Range, Scorecard Name, and UQM Skill Name parameters.

Exploring Trends

The Scorecards dashboard displays the following trends:

Trend

Description

U-QM Score Trend

Displays information about the scoring trend. The following information is displayed:

  • The number of interactions scored.
  • Percentage of scorecards passed.
  • Week and year in which the scoring trend was captured.
Largest Changes by Scorecard

Displays information about the scorecards that have gone through the largest changes in terms of passing percentage. The following information is displayed:

  • Scorecard name.
  • Passing percentage in the previous period for that scorecard.
  • Passing percentage in the current period for that scorecard.
  • Change in percentage.
Highest Scoring SkillsDisplays information about the skill name and the pass percentage for that skill.
Lowest Scoring SkillsDisplays information about the skill name and the pass percentage for that skill.
Largest Changes by Agent Skill

Displays information about the agent skills that have gone through the largest changes. The following information is displayed:

  • Skill name.
  • Passing percentage in the previous period for that skill.
  • Passing percentage in the current period for that skill.
  • Change in percentage.

Largest Agent Score Changes

Displays information about the agent scores that have gone through the largest changes. The following information is displayed:

  • Agent name.
  • Passing percentage in the previous period for that agent.
  • Passing percentage in the current period for that agent.
  • Change in percentage.
Agent Skill DetailsProvides information about agent skills.