A Scorecard is a checklist for how the call should have gone. This empowers reps to grade themselves against key elements identified by their team. Managers can also grade the same conversation to identify where gaps exist between the rep and management.
Graded calls will be marked on the front of the Call Card as well as on the bowling lanes.
Click the Scorecard button within the Action Panel to reveal completed scorecards. A graded scorecard will have a green check next to the scorecard name.
Admins can customize Scorecards within the Admin Portal under the Build section. Managers and Users do not have access to this tab. Scorecards are highly customizable and can be specified by department. The default Scorecard is the 'Sample Scorecard.'
Click the Scorecard button within the Action Panel to reveal available Scorecards for your department.
Select a Scorecard to begin scoring. If there is only one Scorecard available, you will automatically be taken to the scorecard window. Fill out the scorecard by selecting the number or word within the scoring scheme. Users can play the call, leave comments or highlights, adjust playback speeds and use keywords while scoring a call.
Select the people icon to pull up the bowling lanes. Right-click to leave a comment or drag/drop to leave a highlight.
Add a Comment or Scorecard Reason to provide additional feedback within the scorecard question. Comments and Scorecard Reasons need to be enabled by the admin to appear below the scorecard question.
Select Save to submit the scorecard. Click Cancel to cancel the scorecard. Selecting Cancel returns the user to the previous page. Selecting Save takes the user to the feedback section.
Breaking down Feedback
The user is taken to the feedback section once the call has been scored. Users have a granular insight into the discrepancies in scores for each individual question.
The table on the left lists the call's title, the number of people who have scored the call and the average combined score.
To the right is the list of individual users that have scored the call. Hover over the comment box to see the individual's comment.
Users can edit their own scores after submitting a score. Hover over your avatar and click Edit to change your scores. Users can't edit other team member's scores.
Make the necessary adjustments and click Save again. Your personal score and the average score will update immediately.
The navigation bar on the top of the scorecard assists the user back to the call card or scorecard, depending on how many scorecards are available per department.
Click Back To Scorecards on the upper left hand corner to return to a list of available scorecards. If there is only one scorecard available for the department, then the navigation will take the user back to the Call Card.
Select Score Another Card to score a call using a different scorecard.
Click Back to Call to return to the front of the Call Card.
Admin and Manager View
In addition to the above view, Admins and Managers can view the rep's self-assessment without scoring a call. Select Scorecard on the Action Panel, click into the scorecard with the green check mark and click View Report. The View Report option won't be available if other users haven't scored the call.
The table on the left lists the call's title, the number of people who have scored the call and the average combined score. To the right is the list of individual users that have scored the call. Hover over the comment box to see the individual's comment if provided.
Score the call by selecting Back To Scorecards and selecting the scorecard again.