Agent Scorecards

Agent scorecards enable you to define evaluation criteria at the individual agent level by focusing on configured performance areas such as salesmanship and product knowledge. You define attributes by integrating relevant evaluation metrics. During each call transfer, the system evaluates agents using all assigned scorecards, allowing multiple scorecards per agent. Before creating scorecards, you must create agent attributes.

Note

To view Agent Scorecards and Agent Attributes, you must have to enable the Agent Scorecards toggle key in the Settings of Quality AI.

A Supervisor has the following types of permissions for the agent scorecards:

• Full access, to edit, and create agent scorecards and attributes
• No access, to edit, and create agent scorecards and attributes
• Only view access for the existing agent scorecards and attributes.

Access Agent Score Cards

Navigate to Quality AI > CONFIGURE > Agent Score Cards.

Create a New Agent Scorecard

Steps to create New Agent Score Card:

1. Select the +New Agent Score Card.
   

Settings

1. Select Settings from the following Add New Agent Score Card window.
   

2. In the Name field, enter the name of the agent scorecard.

3. Enter a short Description (optional) for the new agent scorecard created.

4. Enable the Mark as Default toggle to assign the scorecard to all agents. By default, the system enables this toggle for the first scorecard you create. Configure the pass score (default: 40).

   Note

   There must be an active default scorecard. The first scorecard created must be a mandatory default scorecard, which is assigned to all agents. Suppose you try to enable the default scorecard toggle view. In that case, the following warning pop-up window appears, stating that you cannot disable the default scorecard unless another scorecard is replaced with the default.

   

   Note

   When there is an existing default scorecard, and you try to disable the default scorecard toggle status, you get the following warning pop-up window stating that the default scorecard cannot be disabled; you must assign another scorecard as default before disabling.

   

Agent Attributes

1. Select Agent Attributes, the following screen appears.
   

2. In the Agent Attributes, search and add more than one agent attribute.

3. Select Add Agent Attributes to add to an agent scorecard. The following screen appears.
   

4. Assign a Weight for the agent attribute selected.

   Note

   If a scorecard is set as the default, the agent leaderboard and agent dashboard display scores based on that scorecard.

Assignments

1. Select Assignments, the following screen appears.
   

2. In the Agents, assign scorecards across the required agent by searching an Agents name, and select Add Agents to add agent names.
   

3. In the Agent Groups, assign scorecards at an agent group level, search for an Agent Group name to add the agent group to a queue.

4. Select Add Groups to add the agent groups to a queue.
   

5. Select Create. The system adds the new scorecards created for the agent or agent group. Enable the status toggle to start agent-level scoring based on that scorecard.
   

The Agent scorecards include the following:

• Name: This shows the name of the agent or agent group.
• Agent Attributes: This shows the agent attribute name.
• Assignee: This shows the assignee name who has assigned the scorecard to the agent.
• Created By: This shows the user's name who has created the agent scorecard.
• Pass Score: This shows the minimum pass score that the agent has to attain.

• Status: This shows the status of the scorecard whether it's active or inactive.

  Note

  If an agent scorecard is marked as default, the system hides the Assignments section in the creation modal and automatically assigns the scorecard to all agents in the user’s queues.

Edit Agent Scorecard

Steps to edit or update the agent scorecard:

1. Select an agent scorecard, then select the vertical ellipsis button.
   

2. Select Edit to update the existing agent scorecard details.
   

3. Modify the required details in the Settings, Agent Attributes, and Assignments.
   

   Note

   If you want to assign a different scorecard as default, then the following warning pop-up window is displayed stating that the existing default scorecard is replaced by the new one, and upon confirming, the new scorecard gets applied or replaced as default.

   

4. Select Update to save the changes.

Delete Agent Scorecard

Steps to delete the agent scorecard:

1. Select any of the agent scorecards, and select the vertical ellipsis button.
   

2. Select Delete. The following warning popup window appears.
   

   Note

   When a user tries to delete the default scorecard, the system displays a warning dialog stating that they cannot delete it. The user must first assign another scorecard as the default. Deleting a scorecard also deletes all data associated with it.

Agent Attributes

This feature enables the creation of agent attributes by combining existing evaluation metrics. This calculates the Agent Attribute Score using data from evaluation metric results. Agent attributes are specific areas of performance relevant to an agent's role like Professionalism, Product Knowledge, Problem-solving skills, and Customer service skills.

Users can view Agent Attributes by navigating to Quality AI > Configure > Agent Attributes.

Create a New Agent Attribute

Steps to create New Agent Attribute:

1. From the Agent Score Cards, select the Agent Attributes > +New Agent Attribute.
   

2. Upon selecting the +New Agent Attribute, the following Add New Agent Attribute screen appears.
   

   • In the Name field, enter the name of the agent attribute.
   • Enter a short Description (optional) for the new agent attribute created.
   • In the Add Evaluation Metrics, search for the required evaluation metrics to add.
   • Select the Add Evaluation Metrics to select an option. The following screen appears with the selected evaluation metrics.
     

3. Select Create. The following screen shows the new agent attribute added.
   

The Agent Attributes include the following:

• Name: This shows the name of the agent attribute.
• Description: This shows the optional description added for the agent attribute.
• Score Card: This shows the status of all scorecards.

Edit Agent Attributes

Steps to edit or update the agent attributes:

1. Select an agent scorecard, then select the vertical ellipsis button. The following screen appears.
   

2. Select Edit. The following screen appears to update existing agent attribute details.
   

3. Modify the required field details in the Add Evaluation Metrics.

4. Select Update to assign and update the evaluation metrics for the new added attribute.

Delete Agent Attribute

Steps to delete the agent scorecard:

1. Select an agent scorecard, then select the vertical ellipsis button. The following screen appears.
   

2. Select Delete. The following warning popup window appears.
   

   Note

   Agents cannot delete any attributes already assigned to a scorecard. To delete an attribute, the agent must first remove it from the assigned scorecard. Only unassigned attributes can be deleted. Deleting an attribute also removes all data associated with it.

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