.Scorecards vU15

Scorecards

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 Design-Scorecards tab of the Assessor window contains a flexible scorecard builder using which you can create different types of questions (such as, logic-based, optional, 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. 

The Design-Scorecards tab contains the following subtabs:

• Scorecards: To create and publish scorecards
• Settings: To modify scorecards
• Question: To  add primary and follow-up questions to scorecards
• Services: To assign scorecards to services
• History: To view the changes made to scorecards

Accessing the Design-Scorecards Tab

You can use the Design-Scorecards tab to design dynamic scorecards for evaluating call and window recordings.  

To access the Design-Scorecards tab:

1. On the WFO tab of the LiveVox Portal, click Quality Monitoring > Assessor.
   The Assessor window appears.
2. Click the Design-Scorecards tab.

Creating a Scorecard

You can create a scorecard to evaluate recordings.

To create a scorecard:

1. On the WFO tab of the LiveVox Portal, click Quality Monitoring > Assessor, and then click the Design-Scorecards tab.

2. On the Scorecards subtab, click New. Alternatively, you can click the Settings subtab.

3. Specify values in the following fields.

   Field	Description
   Scorecard Name	Enter a name for the scorecard.
   Group	Select a group to categorize the scorecard on the Scorecards tab. If you want to create a group, enter a name for the group.
   Description	Enter a description of the scorecard.
   Scoring Method	The field contains the following options: Basic: This option, which is selected by default for a new scorecard, indicates that the scorecard does not support a weighted score. Weighted: This option is selected by default for an existing scorecard. Select this option if you want the scorecard to support a weighted score.
   Requires Acknowledgment	Select 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 if you want to provide support to agents for dispute resolution. This checkbox is enabled only if the Requires Acknowledgment checkbox is selected.
   Arbitrators	Enter the names of the arbitrators. This drop-down list box is enabled only if the Support Arbitration checkbox is selected. Values appear in the drop-down list box only if they are added on the Arbitrators tab of the WFO Config window.

4. Click Save.
   A scorecard is created, and it appears on the Scorecards tab.
   

   If you selected the Requires Acknowledgment and Supports Arbitration checkboxes:

   • Agents can view the acknowledgment request in their work queue and review the evaluation.
   • Agents can acknowledge or dispute the evaluation.
     • If they acknowledge the evaluation, the acknowledgment request moves to the In Process status and is marked complete.
     • If they dispute the evaluation, the acknowledgment request moves to the work queue of the arbitrators for review.

Adding Questions to a Scorecard

You can add primary and follow-up questions to a scorecard.

To add a primary question to a scorecard:

1. On the WFO tab of the LiveVox Portal, click Quality Monitoring > Assessor, and then click the Design-Scorecards tab.

2. On the Scorecards subtab, in the row containing the scorecard to which you want to add a question, in the Questions column, click .
   The Questions subtab opens.

3. Click Add a new Question.
   A window containing the Properties and Answers tabs appears.

4. In the Properties section, enter values in the following fields.

   Field	Description
   Question Text	Enter a question for the scorecard.
   Question Type	Select a type for the question (that is, multiple choices, short answer, or close-ended).
   Weight	Enter a numeric value to indicate the value of the question. This field appears only if the option selected in the Scoring Method field of the scorecard is Weighted. This field is disabled if the value in the Question Type field is Short Answer.
   Triggers	This field is enabled only for a follow-up question. The values in the field depend on the values in the Label column of its primary question. For example, if the values in the Label column of the primary question are Good and Poor, this field contains the values Good and Poor.
   Group	Select a group to categorize the question on the Questions tab. If you want to create a group, enter a name for the group. This field is disabled for a follow-up question.

5. If you entered the value Short Answer in the Question Type field, ignore this step. Otherwise, click the Answers tab, and then specify values in the following columns.

   Column	Description
   Label	If the value in the Question Type field is Multiple Choice, enter an option for an answer in this column. To add multiple options, click Add answer. If the value in the Question Type field is Yes / No, this column contains the entries Yes and No.
   Score	The value in this field is used to rate recordings. Enter a numeric value for each entry of the Label column. You can also enter negative values for partial answers. For example, if a yes answer was +20, a no answer would be 0, and a partial answer would be -20.
   Fail	This column contains checkboxes for each entry. Select the checkbox in the row containing the entry (answer) that, if selected during an evaluation, will indicate that the agent failed the evaluation.
   Del	This column contains the Delete answer icons () for each entry. Select the icon in the row containing the entry that you want to delete.

   If you want values in the Score column to be automatically generated before specifying values in the Label column:

   1. Select the arrow next to Add answer.
   2. Enter values in the following fields:
      • Min: Enter the minimum value for the score.
      • Max:  Enter the maximum value for the score.
      • Step: Enter the interval based on which you want to split the length of the scores (that is, the difference between the values in the Max field and the Min field).
   3. Click Generate.

   For example, if you enter 1 in the Min field, 10 in the Max field, and 2 in the Step field, and then click Generate, five rows containing the following values in the Score column are created:

   • 1
   • 3
   • 5
   • 7
   • 9

   The same values also appear in the Label column. You can modify the values in both the Label column and the Score column.

   
   

6. Click Apply.
   The question appears in the Questions section.
   

   • To modify the question text, in the Question column, double-click the cell that contains the text.
   • To make the question optional, select the checkbox next to the question in the Optional column.
   • To modify the question, click  next to the question in the Edit column.
   • To delete the question, click  next to the question in the Del column.
   • To add the next question:
     1. Click  next to the question in the Next column.
     2. Click .
     3. Perform Steps 4 through 6.

7. Click Save.
   The question is added to the scorecard.

A follow-up question can be added only to the question that contains one of the following values in the Question Type field:

• Multiple Choice
• Yes / No

To add a follow-up question:

1. On the WFO tab of the LiveVox Portal, click Quality Monitoring > Assessor, and then click the Design-Scorecards tab.

2. On the Questions subtab, in the row containing the question to which you want to add a follow-up question (that is, the primary question), in the Follow-Up column, click .
   A window containing the Properties and Answers tabs appears.

3. Perform Steps 4 through 6 of the Adding Questions to Scorecard section.
   The follow-up question is added to the primary question.

Cloning Questions for a Scorecard

If you want to add the questions of a scorecard to another scorecard, you can clone (that is, copy) them instead of manually adding the same questions.

To clone questions for a scorecard:

1. On the WFO tab of the LiveVox Portal, click Quality Monitoring > Assessor, and then click the Design-Scorecards tab.

2. On the Scorecards subtab, in the row containing the scorecard for which you want to add cloned questions, in the Questions column, click .
   The Questions subtab opens.

3. Click Clone Questions.
   The Clone questions from existing scorecards window appears, displaying the scorecard groups.
4. Expand the scorecard groups.
   The scorecards and the respective questions appear with checkboxes.

5. Select the checkboxes next to the questions that you want to clone, and then click OK.

   To clone all the questions of a scorecard, select the checkbox next to the scorecard, and then click OK.

   The questions are cloned, and they appear in the Questions subtab.

Publishing a Scorecard

You can publish scorecards to use them to evaluate recordings.

To publish a scorecard:

1. On the WFO tab of the LiveVox Portal, click Quality Monitoring > Assessor, and then click the Design-Scorecards tab.

2. On the Scorecards subtab, click the scorecard that you want to publish, and then click Publish.
   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 Unpublish.

Assigning a Scorecard to Services

You can assign a scorecard to a service to evaluate recordings associated with the service.

To assign a scorecard to a service:

1. On the WFO tab of the LiveVox Portal, click Quality Monitoring > Assessor, and then click the Design-Scorecards tab.
2. Click the Services subtab.
   A table containing the following columns appears:

   • Name: Contains services, which you can expand

   • Scorecard: Contains list boxes that contain scorecards

3. In the rows containing the services to which you want to assign the scorecard, in the Scorecard column, select the scorecard in the drop-down list box.
4. Click Save.
   The scorecard is assigned to the service.

Viewing the Scorecard History

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

• Date and time that the scorecard was created or updated
• Name of the user who created or updated the scorecard
• Former and updated values of fields in the scorecard

To view the history of a scorecard, access the Design-Scorecards tab, and then click the History subtab:

1. On the WFO tab of the LiveVox Portal, click Quality Monitoring > Assessor, and then click the Design-Scorecards tab.
2. Click the History subtab.
   A table containing the following columns appears:
   • Changed By
   • Changed On
   • Action
   • Short Description