Quality Scorecards are used by Quality Analysts or Managers to evaluate agent interactions with customers. You can create any number of scorecards on PlayVox. By contact channel (phone, email, chat, tickets). By team. By customer interaction type (technical support versus sales). Quality Analysts can choose among the library of scorecards that you create when evaluating agent / customer interactions.
Components of a Scorecard:
A scorecard structure consists of the following key components:
- Sections within scorecards. Create multiple sections by topic area like 'Skill Level' versus 'Product Competency'.
- Questions within sections. Add questions. These will be assigned points for scoring purposes.
- Responses to questions. Responses are the options available to Quality Analysts when scoring questions.
- Points associated with responses. These can be weighted section by section.
- Custom field comments or questions. These fields are not assigned points but can be captured and tracked for analysis.
Feature considerations when building scorecards:
Each scorecard can be configured with a set of available features. You should consider the use of these features as you build scorecards.
Number of sections and questions. You will have the option of creating as many sections and questions within a section as you choose.
Pre-check responses by analyst. You can configure scorecards to default to highest scoring response for each question. This will save QA staff time when filling out the card.
Multi-step evaluation process. Choose this feature if you have two experts reviewing different sections of a card, or if you wish to add an approval step before the evaluation is sent to an agent.
Fail Section. Can be applied to a question response whereby the entire section point value is lost. The entire section is failed.
Fail All. Can be applied to a question response whereby the point values for all sections (the entire scorecard) are lost.
Custom fields not scored. Use this featue, if you wish to capture information during an evaluation that is not scored but which you can track and report against.
N/A Answer. Using this feature allows Quality Analysts to check N/A as a question response. In this case, the question will not apply to the overall score and PlayVox automatically adjust the static score total and adjusts the percent total against goal accordingly.
Best Practice considerations when building scorecards:
Number of sections and questions. You will have the option of creating as many sections and questions within a section as you choose. Best practice is to align score card sections with the flow of the customer interaction, start to finish. This will assure higher efficiency and productivity for analysts scoring interactions.
Scorecards: Compliance versus Customer Experience versus Productivity. Best practice is often to separate these types of topics by scorecard. Scoring these topics separately by scorecard will allow you to more easily review and analyze the evaluation data.
Scorecards by customer interaction channel. Best practice is typically to create separate scorecards by channel type. The content and questions may be similar but separating by channels will allow you to more easily review and analyze the evaluation data.
Note to Quality Managers! You will not be able to edit scorecard factors that change scoring potentials. E.g., points for a question, number of questions that are scored, scoring goals, etc. To maintain the integrity of evaluation data and rankings of quality scores across agents over time, it is important not to change these variables on a scorecard. You will be able to edit content such as language for a question, section titles, etc. that do not affect scoring potentials.
If scoring factors must change, it is best practice to clone the card, make your changes, save the new card, and begin evaluations against the new card. Evaluation data from the new card and old card will remain separate. But available for each card.
Let's get started!
Ok, you have the fundamentals. Let's begin. We will explain some of the feature considerations as we go. Scorecard information is saved automatically as you build your scorecard. No need to save.
To create a scorecard click on “Quality” in the top navigation bar and then select the option “Scorecards” in the second level navigation bar. Click on the plus sign “+”.
You have two options: Start from Scratch to build a scorecard; or begin with a pre-designed template and edit it as you require. For our purposes, we will Start from Scratch to train you on all of the functionality and options. But before starting, you may want to review one of the templates for an overall view of the construction.
Designing and Setting Features on Scorecards
Click on "Start from Scratch". Then click on View Settings in the upper right corner. That will expose a list of settings to be completed.
The following descriptions provide guidance to configuring and completing these settings. Some of these features offer design options to customize scorecards to your business needs.
- Title: This name is used in drop-down windows visible to all users when selecting scorecards to view evaluation data -- analysts, team leaders, agents.
- Scorecard description: This shows up for admin users editing the card.
- Teams: Scorecards must be assigned to teams. This allows users to select scorecard evaluation data by teams for analysis.
- Effectiveness goal: PlayVox publishes an effectiveness score for agents being evaluated. This appears on their dashboard and on team leader dashboards. It is calculated as a percentage of total evaluations for a scorecard type where and agent met the scoring goal set for that scorecard. Seven scorecard goals met out of 10 evaluations is a 70% effectiveness score.
- Reference label: This descriptor shows up on evaluation dashboards for analysts, team leaders, and agents. It defines the field for the interaction reference number being evaluated such as 'ticket ID' versus 'sales call ID'.
- Pre-check: An optional setting for each scorecard. Pre-checks highest scoring response for each question. Improves productivity for completion of forms.
- Multi-step evaluation: An optional setting that supports second step evaluators for a single evaluation scorecard. Typically used when two content experts fill out separate sections of a scorecard or if their is an approval step before delivery to an agent.
- Add Custom fields: Provides the option of adding fields to the Settings Header or to sections within the scorecard. These fields will show up on the evaluations viewed by team leaders and agents. Custom fields information is captured and kept separate from the responses to questions that affect scores. You have several options for types of data for custom fields. And data is exportable to an excel file. See the last section of this document for more details.
Adding Questions and Scoring Factors
Next, let's look at building out questions and scoring responses for the scorecard. Scroll down to Untitled section 1. Let's review the options:
- Title the section. This description is visible to analysts, team leaders, and agents when reviewing scorecards and evaluations. You can add as many sections as you choose using the button at the bottom of the section.
- Begin adding questions. Sections can include as manage questions as you choose. Click on the solid blue Add a question button in the bottom right.
- Question description. This is intended to provide further explanation or clarification of the question. It benefits analysts who are conducting evaluations and supports consistency of evaluations across multiple evaluators. It is visible to analysts and team leaders conducting evaluations by clicking on the question mark next to a question in a scorecard. There is not length limit to this description.
- Answer 1. Answers are the response options that evaluators can choose when completing the scorecard. You determine the response options and points for each response. You can have as many response options as you choose. Simply click on Add answer to add another response option.
- ADD N/A ANSWER. This gives you the option to include a Not Applicable option. Not all questions may apply equally to all evaluations. In the event that this option is selected by an evaluator, PlayVox adjusts the scoring as a percentage of the total points. The percentage is weighted according to the assigned points.
- Response points. Administrators assign points to each question. Points can be weighted for more important sections and questions. Simply click on the point numeric to change the value.
- Fail Section / Fail All. It is common to associate greater weight to certain questions. Often missing one question is reason to fail an entire section of multiple questions or an entire evaluation (scorecard). Select a Fail Section or Fail All from the drop down window to configure a question for this feature. Default is the points assigned to that single question.
- Clone a question within a section. Click on the cloning icon in the upper right corner of a question to clone the question and associated responses and points. The clone, or copy, is pasted below the original question. You can edit and change question content as needed.
- Move, rearrange the order of questions within a section. Place your cursor over the question. A six dot rectangle appears in the upper center area of the question. Left click on your mouse to grab and move the question within the section.
- Add custom fields. This features offers the option of adding questions to capture evaluator input but custom field responses do not apply to the score and point system. Custom field data can be exported as needed.
Lastly, set the goal for a scorecard. The number of points can total any value. In addition to the actual score value in points we present the score in percentage to team leaders and agents. Along with that score we present the percentage goal that you set here on the score card.
You're finished! Congratulations. It was that simple. Scorecard information is saved automatically as you build your scorecard. No need to save.
More Info: Cloning Scorecards
Rather than recreate every scorecard, you can copy, or clone, an existing scorecard as a starting point and rename / edit the new card. You can clone a scorecard by selecting the cloning icon below the scorecard square.
More Info: Custom Fields
The custom field feature allows you to capture information on the scorecard without having it affect the scoring of the questions. You can add one or more custom fields to the Settings Header section of the card or within each section for the scoring questions of the card.
In the main Settings section, click on the +Add custom fields button. You can add as many custom fields to a section that you choose.
Click on Custom field 1 to rename the field. The name you provide will be displayed on the Scorecard. Next, click on Text.
You have several options for the type of information you can capture and how.
- Text: Allows for free-form text to be provided. Typically meant for short text responses.
- Large text: Also allows for free-form text to be provided. Typically, meant for longer, descriptive responses.
- Multiple choice: Allows you to create a list of choices. Only one answer can be selected.
- Checkboxes: Allows you to create a list of choices. More than one answer can be checked.
- Date: Allows you to enter a date. Presents a calendar to the evaluator to select a date.
- KPI: Allows you to manually enter data that will be calculated as a sum or average by PlayVox over multiple evaluations for a specific scorecard and individual. Typically used to capture and present other KPI performance, CSAT, or quality data for comparison purposes to the quality score for a single evaluation. Choose KPI from the drop down menu. Choose between Sum or Average to indicate how you would like the value to be calculated across multiple entries.
Note: The KPI custom field is only available in the Settings Header section, and not for the Question sections.
Calibrations: Learn how to calibrate multiple evaluators against an expert or senior analyst.