(Sigh), the smell of coffee in the morning. The feel of those comfortable new pants you scored… And the possibilities of a blank Quality Scorecard template. What a way to start the day!
Building your first scorecard is an exciting achievement and we’re happy to be here with you. Follow these simple steps and you’ll be evaluating in no time!
Click on Quality in the top navigation bar.
Select Scorecards in the sub-navigation bar.
Click on the Create a new scorecard button.
When you click the Create a new scorecard button, the drop-down menu presents two options: Start from Scratch and Use a template.
4. Select Start from scratch (You may, of course, choose either, but for the
purposes of this article, we’d like to show you the broadest range of options and
Start from scratch is a blank slate. The Use a template option offers suggestions in Sections and Questions as a jumping-off point. You may edit any field at any time. No worries, scorecard information is automatically saved as you create!
Tip: Before starting, you may want to review one of the templates to get a feel for the overall structure.
Before we start adding questions and answers, let’s make sure the scorecard is set up to give you the specific information you need.
Click on View Settings in the upper right corner.
2. Scroll through to view the various options available.
Anatomy of Scorecard Settings
There are 10 main areas in Settings. Let’s go through these together.
Title: An Untitled scorecard field with a green underline is where you’ll name your scorecard. This name is used in drop-down windows and visible to all users when selecting scorecards to view evaluation data.
Tip: Keep this name concise (under 21 characters) in order to fully view them in the selection boxes later on.
2. Scorecard description: Give a brief description of what this scorecard will
3. Teams: Scorecards must be assigned to teams. This allows users to select
scorecard evaluation data by teams for analysis.
4. Effectiveness goal: Set a goal for your agents. This number represents the total
percentage of evaluations that need to be achieved (passed) for a particular
scorecard. It will appear on the agent’s dashboard as well as on team leader
Example (it looks like one of those long word problems in math class, but we promise it’s not as hard): The effectiveness goal is set at 70% (this is the goal for multiple evaluations). In order to pass one evaluation an agent needs to score at or above 80%. The agent is evaluated 10 times and scores an 80% (our passing score) or higher on 7 out of 10 evaluations. This means they have achieved the 70% effectiveness goal. It’s a good day for that agent!
5. Checkbox option limit: Having too many boxes checked can get confusing!
Define the number of options needed to change a checkbox field into a multi-
select drop-down list.
6. Reference label: Define the field for the interaction reference number being
evaluated such as “ticket ID” or “sales call ID”. This descriptor will show up on
evaluation dashboards for analysts, team leaders, and agents. You’ll also be able
to check the box below if you’d like to make this label a requirement.
7. Pre-checked: Save time and improve productivity during evaluations. Pre-
checking fills in the highest scoring response for each question and is an optional
setting for each scorecard.
8. Allow second evaluator: Check this box if you’d like to add a second evaluator
to the scorecard. This is most commonly used when two content experts fill out
separate sections of a scorecard, or if there is an approval step before delivery
to an agent.
9. Add Custom fields: Would you like to add something else? This is where you can
capture extra information that will not affect scoring. 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. The data gathered here will be kept separate
from the responses to questions and all data is exportable to an excel file. They
will be visible on any evaluations viewed by team leaders and agents.
Add name under Custom Field Name
Select Question Type. You may choose from the following:
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, but meant for longer, more 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: Presents a calendar to the evaluator and allows them 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. When you choose KPI from the drop down menu, you’ll need to click Sum or Average. This will indicate how you would like the value to be calculated across multiple entries.
Note: KPI is not available for Custom Fields in the Question Sections.
Check whether or not you’d like this information to be required.
10. Add a rule: Get even more specific in your evaluation by adding rules.
a. Name your rule.
b. If match: Select whether you’d like to match All or Any of these conditions.
c. Select your condition. You’ll have the option to choose Any Section, Failed
Sections, Any Question or specific sections and/or questions of your
d. Apply the action to the condition. Choose between Fail Section, Fail All, or
e. There are NO limitations on the number of rules you may make.
f. Click Finish to save.
If you’d like to get more in-depth information on Scorecard Rules, check this article out.
You’ve set up your settings! Too repetitive? Shucks, congratulations regardless! You’re not quite finished though. Next, you’ll want to read Creating Scorecards: Adding Questions and Scoring Factors. It’s wildly entertaining (and informative too)!
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