Scorecards
Standardize QA criteria for team members.
A QA scorecard is a collection of questions that help to provide consistency across QA reviews by defining the targeted skills and areas of focus for team members and reviewers.
Two types of scorecards can be used in Agent Connect:
QA review scorecards are used by reviewers to score an agent in a customer interaction. It is common to have separate QA review scorecards for phone interactions and email/chat interactions.
Audit scorecards are used by QA auditors to score the reviewers' performance. Audits are a crucial part of the QA process that help to align all reviewers with company policies and standards.
To learn how reviewers and auditors can choose a scorecard when starting a review or audit, see Interactions or Audits. The remainder of this guide discusses creating and configuring scorecards.
Create scorecards
The ability to create a scorecard is determined by role permissions. If your user account is assigned the appropriate permissions, follow the steps below to create a new scorecard:
On the Settings page, select the "QA" tile.
Click Create new scorecard.
On the QA Scorecard Builder page, enter a unique Scorecard Name and select a type ("QA Review Scorecard" or "Audit Scorecard").
Create scorecard sections
Next, create sections to label the different topics in the scorecard. We recommend grouping questions into logical sections, such as Greeting, Resolution, Company Voice, and so on. Using sections makes scoring easier for reviewers and provides an opportunity to report on team member performance by section.
- Above the first empty question, click Add section.
The new section includes the first empty question.
Enter the Section name.
- Above or below the list of questions, add and name other sections as needed.
Each section you add includes an empty question.
As needed, use the up and down arrows next to the Section name to reorder sections.
Create questions
In each section, create one or more review/audit questions.
Enter the Question text to be seen by reviewers.
Optionally, enter a Question description for the benefit of internal users.
Provide the Answer text, Score, and Autofail selection for the the first answer.
Selecting "Yes" in the Autofail field for any answer will cause an interaction or review to fail with a score of 0% if a reviewer or auditor selects that answer.
As needed, click Add answer to create additional answers for the question.
As needed, click Add question to create additional questions in the section.
As needed, drag and drop questions to reorder them within the section.
You can reorder questions within a section, but you cannot move questions to a different section.
You can select the Include N/A option checkbox to provide an N/A option for that question during the review. This allows reviewers and auditors to exclude that question from the calculation of the final score. Use this option only when the question does not always apply to every interaction.
(Optional) Assign section weighting
Weighting allows you to determine how much each section affects the final score.
At the top of the QA Scorecard Builder page, click Weight.
Toggle the Enable section weighting switch on.
For each section in your scorecard, enter a percentage weight.
The sum of all weights must equal 100.
Click Confirm Distribution.
When you are finished, click Save scorecard.
Edit, duplicate, and archive scorecards
If a scorecard has not yet been used in a review, you can edit that scorecard without limitations. On the QA settings page, click Edit next to the scorecard you would like to update.
For any scorecard with associated reviews, you can only make edits that do not impact historical scores, such as the scorecard name, question names, answer names, and descriptions. If you need to make major changes, such as editing question scores, adding questions or sections, and so on, you must create a new scorecard. In this case, we recommend using the Duplicate button to start with a copy of an existing scorecard when making edits for a new one.
You can archive scorecards that are no longer needed by clicking Archive in any row. Archiving prevents new reviews from using that scorecard. When archiving a scorecard, you have the option to also archive the reviews associated with that scorecard, thus removing them from all reports. This option cannot be undone.
Weighting considerations
Apply weighting to sections to make the questions in some sections more or less important than the questions in other sections. Weighting does not impact the raw total point value of a review, but it does impact the final score percentage.
For example, a scorecard might have three sections of questions. In this example, an interaction receives the following raw score for each section:
Section | Score |
---|---|
Brand Voice | 25/30 |
Outcome | 15/30 |
Policies & Documentation | 10/10 |
In this unweighted example, the interaction received a total of 50 points out of a possible 70 points, for a final calculated score of 71%.
However, your company might value the Outcome and Policies & Documentation sections higher than the Brand Voice section. In this case, the Brand Voice might be weighted at 20%, while the Outcome and Policies sections are weighted at 40% each, as shown in the following example:
Using the review from the example above, the interaction receives the following weighted scores:
Section | Unweighted Score | Weighted score |
---|---|---|
Brand Voice | (25/30) x 100 = 83.33 | 83.33 x .2 = 16.67 |
Outcome | (15/30) x 100 = 50 | 50 x .4 = 20 |
Policies & Documentation | (10/10) x 100 = 100 | 100 x .4 = 40 |
Adding the weighted scores for each section gives a total weighted score for the interaction of 76.67, which is rounded to 77% in reports.