Let's get started!
Now that you have the fundamentals let's begin. We will explain some of the feature considerations as we go.
FYI: 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 ➕ 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.
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 an 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'. Option to check as optional or required.
- Checkbox option limit: Define the number of options needed to change a checkbox field into a multi-select drop-down list.
- Pre-check: An optional setting for each scorecard. Pre-checks highest scoring response for each question. Improves productivity for completion of forms.
- Second evaluator: An optional setting that supports second evaluators for a single evaluation scorecard. Typically used when two content experts fill out separate sections of a scorecard or if there 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. Option to check as optional or required. 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
1. 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. Begin adding questions. Sections can include as many questions as you choose. Click on the solid blue Add a question button in the bottom right.
3. Question description. This is intended to provide further explanation or clarification of the question. It benefits analysts who are conducting evaluations and supports the 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 no length limit to this description.
4. Question Type. We support two types of questions:
*Response points questions: Administrators assign points to the question. Points can be weighted for more important sections and questions. Simply click on the point numeric to change the value.
i.e.: Question: Did the agent show acknowledgment?
*Scaled based questions: Administrators assign a range of values to the question. Value range definitions should be included in the question's description.
i.e.: Question: How satisfied was the customer?
1: Not Satisfied
2: Slightly Satisfied
3: Moderately Satisfied
4: Very Satisfied
5: Extremely Satisfied
This type of question's answers can be displayed in two different ways:
- Numeric Scale
And you can adjust the points interval from 1 on 1 to 0.5 of 0.5, and vice versa.
We strongly recommend keeping the response options precise, easy to understand.
5. Show feedback per question: Feedback options can be presented or even mandatory requested based on the responses. E.g you may want to collect the reasons in case the agent failed to follow the appropriate process.
Click on the "Show or request feedback" option to enable the configuration.
Every question will enable 2 options:
- Mark as required
- Leave it as optional feedback
6. Assign a group: Scorecard groups are designed to help customers with COPC standard practices in place to align their Playvox implementation with it. Check more on how to configure groups.
7. Bonus section: Allow evaluators to assign additional points over and above 100 in the scorecards. Check more on how to assign bonus.
8. 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. If you want to only have one point answer you will have to add a N/A option to your question.
9. 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.
10. 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.
11. Fail Section / Fail All. It is common to associate greater weight to certain questions. Often missing one question is a 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.
12. Add a question. Keep on adding as many questions and question types as needed.
13. Add custom fields. These features offer 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.
14. 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 the 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.
15. Add sections. You can add as many sections as needed.
16. Enable Section Weight. When enabled you'll have the option to assign weight to the sections as desired - just remember, all sections must add up to 100%. If turned off, then each section will be assigned with an equal distribution.
17. Scorecard Goal. 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 scorecard.
You're finished! Congratulations. It was that simple.
Remember: Scorecard information is saved automatically as you build your scorecard. No need to save.
Since you now know how to create a scorecard, let's move onto cloning, custom fields and user views for the scorecards.
Last Edited: 21.03.19