Scorecards (Audit)

Owned by Olesya Tantsyura
Last updated: Apr 01, 2024
5 min read

1. Description

It is designed to create a Scorecard for assessing the quality of service by the call Agent.

It consists of the following elements:

  1. Add button (Fig.1(1));

  2. Delete button (Fig.1(2));

  3. Search field (Fig.1(3));

  4. Select visible columns (Fig.1(4));

  5. Refresh button (Fig.1(5));

  6. Registry (Fig.1(6));

  7. Pagination (Fig.1(7)).

Fig. 1. Scorecards page

1.1. Add button

Use the Add button (Fig.1(1)) to create a new Scorecard. Access to the General tab opens after clicking. You can open tabs for an existing User with the entries editing tool (see paragraph 1.6.9).

Tabs:

1.2. Delete button

The Delete button deletes the Scorecard selected using the checkbox.

You can only delete Scorecards that have yet to be used for assessment.

1.3. Search field

The search is performed on the Name column when selecting the Name option. When you choose the Criteria option, the search is performed by the name of the criterion specified in the Criteria tab.

1.4. Select visible columns

It is designed to select the columns displayed in the registry.

When you click the button, the Select visible columns modal window opens (Fig.2).

Fig. 2. Select visible columns modal window

Select the checkbox (Fig.2(1)) - this column is displayed in the registry;

Clear the checkbox (Fig.2(2)) - this column is not displayed in the registry.

1.5. Refresh button

.

1.6. Registry

The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:

  1. Checkbox;

  2. Name;

  3. Description;

  4. Created on;

  5. Created by;

  6. Modified on;

  7. Modified by;

  8. State;

  9. Editing tool;

  10. Removal tool.

1.6.1. Checkbox

Used to select one or more feature entries.

1.6.2. Name

The name of the Scorecard is displayed here. Clicking on the name opens the General tab.

If this Scorecard evaluated no calls, then the changes made will be saved in this Scorecard. If the Scorecard has already been used for evaluation, the changes can be saved by clicking the SAVEAS button. A new Scorecard is created with the changed parameters. To save the new Scorecard, you need to change the name.

1.6.3. Description

The description of the Scorecard is displayed here.

1.6.4. Created on

The date and time the Scorecard was created is displayed here.

1.6.5. Created by

Here you can see who created the profile.

1.6.6. Modified on

The date and time of the last Scorecard modification are displayed here.

1.6.7. Modified by

The name of the User who last edited the Scorecard is displayed here.

1.6.8. State

The switch in the State column is responsible for the possibility of using this  Scorecard:

- the Scorecard is displayed in the drop-down list for assessment on the Call visualization tab in the Evaluation tab;

- the  Scorecard is not displayed in the drop-down list for evaluation.

1.6.9. Editing tool

If at least one call was evaluated according to the Scorecard, then such a Scorecard cannot be edited or deleted. The editing tool and the removal tool become inactive.

1.6.10. Removal tool

Fig. 3. Confirm deletion modal window

1.7. Pagination

2. Opportunities

2.1. Create a Scorecard 

Goal

Create a  Scorecard 

Goal

Create a  Scorecard 

Preconditions

  1. Access to the Audit application;

  2. Access to the Scorecards section in the Admin application;

  3. Permission to create in the Scorecards section.

Steps

 

  1. Click the Add button. The General tab opens.

  2. Enter data.

  3. Open the Criteria tab.

  4. Enter data. The Save button becomes active.

  5. Click the Save button.

Result

Scorecard is created.

2.2.  Delete a Scorecard 

Goal

 Delete a  Scorecard 

Goal

 Delete a  Scorecard 

Preconditions

  1. Access to the Audit application;

  2. Access to the Scorecards section in the Admin application;

  3. Permission to create in the Scorecards section;

  4. The presence of a Scorecard for which not a single call was evaluated.

Steps

 

  1. Find the Scorecard you want to delete in the registry;

  2. Click the delete button -

    . A modal window opens to confirm the deletion;

  3. Click the Yes button.

Result

The Scorecard is removed.

2.3. Delete several Scorecards

Goal

Delete several Scorecards

Goal

Delete several Scorecards

Preconditions

  1. Access to the Audit application;

  2. Access to the Scorecards section in the Admin application;

  3. Permission to create in the Scorecards section;

  4. The presence of Scorecards for which not a single call was evaluated.

Steps

 

  1. Find the Scorecard s you want to delete in the registry. Select them using the checkbox;

  2. Click on the delete button. A modal window opens to confirm the deletion.

  3. Click the Yes button.

Result

The modal window closes. Scorecards are removed.

2.4. Edit a Scorecard 

Goal

Edit a Scorecard 

Goal

Edit a Scorecard 

Preconditions

  1. Access to the Admin application;

  2. Access to the Scorecard s section in the Admin application;

  3. Permission to edit in the Scorecard s section;

  4. The presence of a Scorecard for which not a single call was evaluated.

Steps

 

  1. Find the Scorecard you want to edit in the registry.

  2. Click on the edit button in the entry of this Scorecard. The General tab opens.

  3. Open the tab you need.

  4. Make changes.

  5. Click the Save button.

Result

Data saved.

2.5. Enable/disable Scorecard

Goal

Enable a Scorecard 

Goal

Enable a Scorecard 

Preconditions

  1. Access to the Admin application;

  2. Access to the Scorecard s section in the Admin application;

  3. Permission to edit in the Scorecard s section;

  4. The presence of at least one Scorecard.

Steps

 

  1. Find the Scorecard you want to enable in the registry.

  2. Move the switch in the State column to the active position.

Result

The Scorecard is enabled.