Scorecards

With Elevate, you can easily manage your scorecards to meet constantly evolving business requirements. In addition, we support multiple active scorecards! This page is where you can view information and key details about all your scorecards.

Apart from viewing information about the scorecards – to see all of the Skills & Behaviours within, you can also – Create, Edit, Delete and Clone any of the scorecards.

Create a Scorecard

To start evaluating tickets you have to first create a Scorecard.

1. Click on Create Scorecard on the top-right of your screen, within the Scorecards tab in your QA section of the Nav bar.
   
   
   
2. Give the Scorecard a name and select the Channels they would apply to. Allow the Status to stay ‘Active’.
   
   
   
   
3. Create the Scoring system.
   • You have the option of creating a 2-5 factor grading, plus Unobserved.
     
     'Unobserved' is the only grade that is fixed - you cannot change the name or remove this from your scorecard. It is our umbrella grade for any behaviour that was not observed during a review - either because it was not applicable or that it did not satisfy the conditions for either a positive or a negative grade (or any other grade, since we allow upto 5 + unobserved). You can edit the score for unobserved, like would any other grade, and hence you choose if the agents get marked down or not. More on scores below.
     
     
   • Name the grades as you like. Additionally, if you'd like to see the negative grades first, you can inverse the coloring and order using the icon beside the header 'Colors'.
     
     
   • Assign a score to each grade. This is what defines your QA scores. The score is works as a multiplier to the behaviour weights that you provide. Best practice here is to give your best grade a score of 1 and scale below that.
     
     eg: Behaviour - Resolution has a weight of 10.
     There are 3 grades possible - Yes (1), Partially (0.5) and No (0).
     When Resolution is marked with Yes = 10 * 1 = 10 points
     When Resolution is marked with Partially = 10 * 0.5 = 5 points.
     
     
   • Finally, pick which of these grades is required for an Auto-Fail condition to be met.
     
     
     
4. Control Feedback Settings:
   
   Here you control whether or not leaving feedback and coaching comments in mandatory for your auditors or not, while reviewing a ticket.
   
   The best practice here would be to make in 'Mandatory' for all grades that are a markdown. ie for any grade that has a score that is not the same as the highest, make this mandatory. This is an extremely powerful avenue for coaching comments to an agent and also avoid necessary disputes being raised by them.
   
   
   
5. Control Dispute Settings:
   
   Here you control whether or not agents can raise disputes against tickets that have been reviewed with a particular scorecard. Also, if comments are mandatory during the entire dispute process.
   
   
   Similar to above, the best practice here would be to make it 'Yes' for all grades that are markdowns. This gives your agents the ability to question the grade and start a conversation, read coaching opportunity, with your QA team.
   
   The checkbox marked with the arrow (above), makes it mandatory for the agent to leave comments when raising a dispute and for the auditors to leave comments when resolving the dispute. This aims to solve the problem such that the agent never makes the same mistake again, at least out not out of incorrect/inadequate knowledge.
   
   
   
6. Feed in the rubric into the application. Scorecards comprise of Skills & Behaviors.

• Skills: These are the high level traits or requirements set by you
• Behaviors: These are what define a Skill.
  • Weight - This is the max score possible for this behavior. The total weight of a Skill comes from the total sum of the Behavior weights within a Skill.
  • Autofail - When selected, the behavior can nullify the score of the whole Skill or a Ticket.
  • Brief – A few words that capture the essence of this Behavior (visible in Ticket Pages while reviewing tickets)
  • Description – This is the full description for the Behaviour.
• Click on Save.

Edit a Scorecard:

Click you click on ‘Edit’ and you will be taken to the same screen as when creating a scorecard. Once here, you can edit the following:

1. Name
2. Status
   • Active
   • Inactive - All Inactive scorecards will be completely hidden from the application - users will not be able to select these scorecards for reviews in the future or view numbers for these scorecards. To add them back, use the toggle on the Scorecards page (image below) to access the scorecard and then edit it in the same way as this
     
3. Channel
4. Scoring:
   • Grade name
   • Grade score

Note - Any changes made to a scorecard will not affect any previously completed audits but will come into play for all reviews going forward.

1. Skills & Behaviours
   • Names
   • Weight

Note – To add new Skills, Behaviors, Grades or change the Scoring system entirely, please Clone an existing card or Create a new one. 

Clone a Scorecard:

Click you click on ‘Clone’ and you will be taken to the same screen as when creating a scorecard. Once here, please follow the same steps as Create a Scorecard.

You may make any change(s) to the scorecard at this stage.

Delete a Scorecard:

Click on Delete to permanently delete a scorecard.