Columns

Each QC scorecard must have at least one scorecard column. Columns are also referred to as quality initiative (Q/I) or category.

When a scorecard is used in Evaluations Portal dashboards, the columns also display Included, Weight, Display, and Limit information and is displayed in the Evaluations Portal dashboard. Columns appear as rows in the grid when you are creating or editing an evaluation scorecard. They appear as columns when you are examining results.

At least one evaluation template must be defined in your system before you can add a column.

You can move two or more columns at a time as long as you have additional unselected columns. You cannot move up if the top column is selected, and you cannot move down if the bottom column is selected. If a move is not allowed, Move Up and/or Move Down are disabled.

Column Fields

Field

Description

Display Name

The name that is used to identify the column. This name appears in the first column in the column grid (located in the Scorecard Details tab).

Metric

A set of predefined, measurable, performance criteria. For example, the Average Evaluation Score metric measures the number of evaluationsin the templates divided by the number of days in the Date Range for which the agent has at least one evaluation.

Only metrics that are valid for the associated template types are available for selection.

See Metrics for a list of the available metric options and a description of each.

Form Template

The evaluation form template used to measure agent performance.

Description

A description of the scorecard column.

Goals

The values that represent acceptable or unacceptable performance for this metric across this set of evaluations. For example, good equals 0-45.

Included

Indicates whether or not the column is used for the scorecard score calculation and displayed in the Portal Dashboard. You can toggle between the Yes or No options.  If you select to the column, then the corresponding Weight list becomes enabled with the system default of 5, and the weight value is calculated and displayed presented to the right of the list.

The initial (xx.x%) value for each column depends on the number of scorecards in that column.

Weight

Indicates the weighting for the column relative to others in the Scorecard.  Any changes that you make automatically recalculate the numeric relative weights displayed. The percentage values are a simple weighted average of the included columns.  For example, if the Yes weights are 1, 8, 10, and 4, the sum of those values is 23.  Thus, the first is 1/23 = 4.3%, the second is 8/23 = 34.8%, etc.

Display

Indicates how the individual column value is presented. The default value is Numeric.  You can click the ellipses buttons to choose from the options of Numeric, Harvey Balls, and Stars.

Limit

Indicates the maximum and/or minimum score(s) for each column that earn the individual any points.  Observed values equal to or exceeding the configured Limit for the column result in a normalized score of 0 for that individual for the column. Limits are required for each column whose Included value = Yes.

The text that is displayed depends on the quality initiative (goal type):

Single Directional – the goal is tracked on a single scale:

Normal – [   ] or higher (values below the defined limit are better, for example, fewer Average Non Talk occurrences is better)

Reversed – [  ] or lower (values above the defined limit are better, for example, higher Number of Interactions per Day is better)

Bi-Directional – the goal is tracked as a range with the lower and upper limits:

[ ] or lower

[ ] or higher