The bread and butter of evaluations! The foundation of the QA house! The… well, you get the idea. Now that you’ve gone through your settings features, you’re ready to add those questions and scoring factors. Let’s get to it.
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.
2. Add questions and Question descriptions. Choose questions that align with your
company’s objectives and values. Describing these questions benefit analysts
who are conducting evaluations, and support the consistency of evaluations
across multiple evaluators.
Note: These are visible to analysts and team leaders conducting evaluations by clicking on the question mark next to a question in a scorecard. There is no length limit to this description. Also, you may include as many questions as you choose in each section! Click on the Add a question button in the bottom right to add more questions to a section.
3. Question Type. Choose between Points-based or Scale-based
For Points: Click on the point numeric field to change the value. Points can be weighted for more important sections and questions. See the example below.
For Scale: Assign a range of values to the question. For transparency, value range definitions should be included in the question's description. You may input these answers using a Scale or a Slider. The number range can be anywhere from 0-10 and you may also utilize half-points if needed. See example below.
4. Assign a Scorecard group. Scorecard groups are designed to align with
customers who have COPC standards in place (though we believe the categories
are really helpful for anyone!). First, you’ll need to make sure your permissions
are enabled for Scorecard Groups. You may also want to add or edit the group
names and descriptions. Read more about how to do that here. Then click Select
group next to the Question Type. A drop-down menu will appear where you can
choose from the following: Business Critical, Compliance Critical, Customer
Critical, Non Critical, and Sales Effectiveness.
Make your selection and rest easy knowing that those changes are
automatically saved. Moving forward, every question associated with a
specific group will have data stored according to that information.
5. Fail Section / Fail Section & Evaluation / Fail All. It is common to associate
greater weight to certain questions. Often, missing one question is reason
enough to fail an entire section of multiple questions or even an entire
evaluation. You may select Fail Section, Fail Section & Evaluation, or Fail All from
the drop-down window to configure a question for this feature. Default will assign
the points originally created to that specific question.
Note: Fail Rules only apply to Points Question Types.
Fail Section = 0 points for that section, QA score otherwise calculated regularly.
Fail Section & Evaluation = 0 points for that section, 0% QA score
Fail All = 0 points for ALL sections, 0% QA score.
6. More sections and/or questions. Keep adding as many sections and
questions as you’d like! We do have some tips about this if you
want to reference our Best Practices When It Comes to Scorecards.
7. Weighted Sections. Some sections may be more crucial than others.
Playvox gives you the option to weigh these sections accordingly. When
done entering percentages, click Confirm.
8. Set your goal for the scorecard by clicking the line after Goal in the lower
left corner and adding in your desired percentage. This will determine
what an agent needs to score in order to achieve an evaluation and will be
visible to team leaders as well as agents. The score value will also be
available in points.
9. Review your scorecard! Edits will be limited after publishing, so make sure
everything is exactly as you’d like it.
Note: Numbers used in reporting will NOT be able to be changed after publishing. If you need to change scoring factors, please refer to the cloning section of our next article.
10. Click Publish at the bottom left side of your screen to activate your scorecard.
Congratulations on building your first scorecard! Click here to dive even deeper into scorecard management with information on cloning, rearranging, bonus sections, adding feedback and more!
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