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The Design-Scorecard tab allows you to design dynamic scorecards, assign scorecard to a specific service, and utilize these scorecards to score the calls.

Navigate to WFO > Assessor > Design-Scorecard tab to design scorecards and add questions to the scorecard.

Adding a Scorecard

You can design your scorecards and provide Acknowledgement and Arbitration abilities to an agent and arbitrator through the scorecard. To add a new scorecard:

  1. In the Scorecards panel, click Add.
  2. Add a Description for the scorecard.
  3. Select the Acknowledgement checkbox, if you can add an evaluation with the Acknowledgement request to the Agent Work Queue for the agent to acknowledge it.
  4. Select the Arbitration checkbox, if you want to provide support for alternative dispute resolution to the agent.

  5. Assign Arbitrator for the arbitration by selecting an arbitrator from the drop-down list.
    Arbitrators are first assigned through the Assessor - Administer Tab of Assessor editor before you assign the tasks to a particular Arbitrators work queue by selecting the arbitrator from Available column.

  6. Assign the scorecard to an existing group by selecting a group from the drop-down menu or create a new group by adding the group name in Group field.
  7. Click Save.

If Acknowledgement and Arbitration are enabled on a Scorecard and the same is utilized for evaluating a call, then the following dispute resolution method is provided to the agent:

  • Agents can view the notification of a new task with an Acknowledgement request in the Agent's Work Queue and review the evaluation in a form.
  • Agents can select the appropriate Acknowledgement option and submit the response. If an agent chooses to Dispute the evaluation, the task is moved to the Arbitrators work queue for review.
  • An evaluation or arbitration is completed when an agent acknowledges it. The evaluation is moved from In Process status and marked as complete.

After adding the scorecard, you can create a tree of questions by adding new questions or cloning existing questions. You can create root questions, follow up questions and same level questions.

Adding Questions to Scorecard

To add a new question:

  1. Select a scorecard to add questions.
  2. Click Add button at the bottom left of the panel. This presents you with the Properties and Answers tabs on the right-hand side.
    1. Properties tab:
      1. Enter Question Name.
      2. Add the question in Question Text.
      3. Select Question Type from drop-down menu. You can create either of the following types of questions - Multiple Choice, Short Answer or Closed-Ended (Yes or No).
      4. Assign Weight to the question.
      5. Select Group from drop-down menu to map the question to a specific group or create a new group by adding the group name in Group field.

    2. Answers Tab:

      1. Add the answer to question as a Label.
      2. Assign Score to the answer. Score is similar to Weight that you assign to question, hence it impacts the overall score.
      3. Select Fail checkbox to add an answer to the failed list.
  3. Once you add the questions and finish designing the scorecard.
  4. Click Save to save the scorecard and Publish to utilize the same for evaluating the calls.
    For more infomation on evaluating calls, see Assessor - Score tab.

  5. You can utilize the following options to modify the Questions:

    FieldsDescription
    NameDisplays the name of the question.
    Follow-up

    Allows you to add follow up question by clicking the  icon.

    Next

    Allows you to add Next question by clicking the  icon.

    TriggerDisplays if the question triggers a follow up question.
    Del

    Allows you to delete a question by clicking  the icon.

    TextDisplays the question text.
    TypeDisplays the question type.
    WeightDisplays the weight assigned to a question.
    OptionalAllows you to select the question as optional.

Cloning Questions to a Specific Scorecard

To clone questions to a specific scorecard:

  1. Select the Scorecard where you want to clone.
  2. Save the questions.
  3. Click Clone to clone questions from the existing scorecard.
    A Clone Questions window appears.
  4. Click the arrow to expand and view the questions listed in the scorecard(s).
  5. Select the questions you want to clone to your scorecard.
  6. Click OK.

Assigning Scorecard to a Service

You can assign the Scorecard to a particular service and utilize the same when scoring calls assigned to that particular service. To assign Scorecard to a service:

  1. Select Assign Scorecard to Service button at the bottom right corner of the Scorecards panel to assign the scorecard you built to a particular service.
  2. Select the Service you want from the available list of services.
  3. Select Scorecard drop-down to the right of selected Service.

  4. Select the Scorecard you want to assign to selected Service.

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