Scorecards are an essential tool within a structured Customer Conversation Evaluation Process. They help asses your Agent's Performance against a variety of criteria you set in order to achieve the desired brand representation and high levels of customer service.

Insightful's Scorecards help you give the process the robust structure you need. Within these customizable forms you can define your criteria/questions, possible answers as well as the scoring of each answer. Scorecards are then used to evaluate the quality of each customer interaction or conversation.

To create or view scorecards for projects within their scope, a Manager needs the Manager can create/see existing scorecards permission to be enabled for them.

To create a new scorecard manually:

If a scorecard has been created, it will be listed next to a recording.

In the top right corner, you can click on the three dots to edit, duplicate, move the scorecard to a project, activate it, set it as default, or remove it.

If no scorecard has been created, it will display a message indicating scorecard absence and provide an option to create one.

Additionally, there is a comment section at the bottom of the scorecard where one can leave notes specific to the conversation being reviewed

Based on the requirements of your Customer conversation and Agent Performance Scoring and Evaluations process, you can add different types of questions to your scorecards.

These can be:

Each question in the scorecard has an associated point value. Here's how the scoring system works for different question types:

The Yes/No question works with total points assignment, allowing a specific point value to be assigned to each answer. When a Yes/No question is opened, the default points are set to 5 for "Yes" and 0 for "No," but this can be adjusted as needed. Points cannot be negative and must range from 0 to 100.

Maximum points field displays the maximum number of points allowed, helping to identify errors if a value exceeding the set limit is entered.

There is also an N/A option, which means no points can be assigned if the item is not intended to be evaluated.

Highest value assigned is the maximum possible value.

Maximum number you can receive for this question is 5.

For multiple-choice questions, you can assign points to each possible answer. The total score for the question is the sum of the points for each answer. The numbers indicate the value of each answer.

You need to specify the exact question, an optional description, and the choices from which you can select (the limit on the number of options is 50). Point assignment works with a total points system, where each answer can be assigned a specific point value.

The Maximum Points field displays the total number of points assigned to all possible answers. For multiple choice questions, the maximum points are the sum of all the points assigned to each answer.

For example, if answer 1 is worth 5 points, answer 2 is worth 5 points, and answer 3 is worth 5 points, the maximum number of points that can be earned for this question is 15.

For single pick choice questions, point assignment works with a total points system, where each answer can be assigned a specific point value. Only one answer can be selected, and points are assigned based on that selected option. Points cannot be negative and must range from 0 to 100.

The Maximum Points field shows the total points for each answer. In the case of single pick choice questions, the highest point value assigned to a single answer is considered the maximum possible value.

For example, if answer 1 is worth 10 points, answer 2 is worth 10 points, and answer 3 is worth 5 points, the maximum points that can be earned for this question is 10.

You can use the default scale, after entering the question and description. It’s usually set from 0 to 5, but the maximum value can be adjusted from 3 to 7. The scale determines how points are assigned based on the value selected.

For example, the highest value on the scale (such as 5 on a 0-5 scale) represents the best answer and is assigned the maximum points.

Example of Scale Scoring:

If you have a scale from 0 to 5, you can assign:

The final score is calculated based on the scale percentage and the maximum score assigned. For example, if the highest possible points for the question are 10, and the score selected is 3 (60% on the scale), then the score will be 6 points (60% of 10).

For each question, you can set options like Required and Auto-Fail.

If a question is marked as Required, it must be answered for the evaluation to be considered complete. If any required question remains unanswered, the IQS for that evaluation will show as N/A. A required question is marked with a red asterisk next to it.

If an answer marked with the Auto-Fail option is selected, the entire scorecard will automatically receive an IQS of 0%, no matter how the other questions were answered. This applies to both required and optional questions.

The evaluation process that scorecards enable uses a total points approach. Each question in the scorecard is scored with a certain value and all of these are then summed to define the total possible score an employee can receive for that evaluation.

The final result of this process is called IQS (Interaction Quality Score).