Overview
Scorecards are used to evaluate agents’ records for the further analysis and increasing of the productivity and quality. Scorecards can be associated with one or more teams. All agents that are part of the team, can be evaluated with the indicated scorecard. To the team also can be added more than one scorecard. Here you can find how to assign more than one scorecard to the team.
Multiple scorecards can be assigned to the team to use for different cases, e.g. ScorecardChats for chats, ScorecardCalls for calls, etc.
Default Scorecard assigning to the Team
Default Scorecard for the team provides user with possibility to auto open Scorecard when do quality evaluation, without need to select each time from the list of available Scorecards.
Default scorecard can be assigned on when the team is being created and also changed thereafter.
To start creating new team, click on Agents button on the side navigation panel
Click on Create Team button or you can click on edit button (pencil icon) in front of any of created team.
Appear the new line, with input field for team name and dropdown with all available scorecard, where it is possible to choose the default one.
When name entered and default scorecard selected, click on Create button.
When team is created and default scorecard is set up, you can find it on the top of the team list. Default scorecard will be shown on the Scorecard section.
Allow multiple scorecard assigning
To make possible to assign more than one scorecard to the team, it is necessary to enable the Allow suggesting default Scorecard based on flexible parameters parameter.
Go to System → Settings.
Under General Settings you can find this option. Check the checkbox in front of this option to enable it.
Click on Save Changes button under General settings section.
Assigning more than one scorecard to the team
Now you are able to assign more than one scorecard to the team.
Go to the Agents page. Here you can see all created teams with agent and scorecards assigned to these teams. In the scorecard section appears more button (as shown on the screenshot below). Click on this button.
Appears the Addition scorecard dialog window.
By clicking on the “+” button, you can assign new scorecard to the team.
As mentioned on the screen, as the card is higher, as higher priority it has. Move scorecards you can with help of button shown below
When all changes are done, click on Save button on the right bottom corner on this dialog window.
Allow call review by multiple scorecards
Now you should enable another option, to be able evaluate calls by the multiple scorecards.
Visit System → Settings as described in first part of this document.
Enable option that calls Allow call review by multiple scorecards
Click on Save Changes button.
Go to All Conversations page, select the needed conversation and activate scoring mode. (How to perform these action, you can find here)
On the top navigation panel appears dropdown called Scorecard, now you can select with which scorecard you want to evaluate this call.
