The Scorecard dashboard displays the analytics data related to scorecards. By using scorecards, you can create different types of questions (such as logic-based, optional, multiple-choice) based on specific goals and objectives.
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 data by using the Date Range, Scorecard Name, and UQM Skill Name parameters.
Exploring Trends
The Scorecards dashboard displays the following trends:
Trend | Description |
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U-QM Score Trend | Displays information about the scoring trend. The following details are displayed:
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Largest Changes by Scorecard | Displays information about the scorecards that have gone through the largest changes in terms of passing percentage. The following details are displayed:
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Highest Scoring Skills | Displays information about the skill name and the pass percentage for that skill. |
Lowest Scoring Skills | Displays 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 details are displayed:
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Largest Agent Score Changes | Displays information about the agent scores that have gone through the largest changes. The following details are displayed:
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Agent Skill Details | Provides information about agent skills. |