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By default your system is installed with a pre-configured ScoreCard script containing a selection of criteria questions against which the call can be scored. These are provided as a template. It is likely that this script will need to be changed to your particular scoring needs.
It is possible to configure an unlimited set of questions/review criteria. These questions/review criteria are used to populate the Manager ScoreCard review script panel.
General Tab
A number of ScoreCard questions which can be arranged in groups. For each group and question the following information can be set or changed:
| • | Group Name - the name of the set of questions that are contained within this group; |
| • | Question - the question to be answered as part of the review; |
| • | Help Text - additional help text to be displayed with the question to aid the reviewer; |
| • | Answers - a list of possible answers to each individual question (for example yes or no); |
| • | Values - the value (or score) to be added to the total review score if this answer is selected. |
From here you can:
| • | New Question Group - click the New Question Group button and fill in the category name to add a new group of questions; |
| • | Delete Question Group - click the bin icon to the right of the Question Group to delete it along with all the questions it contains; |
| • | Move Question Group - click and drag a question group to change the order in which it appears; |
| • | Expand all - click the expand button to the right of the New Question Group button to show all questions and answers in all groups; |
| • | Expand Question Group - click the burger bar icon to the left of the group label to show all the questions within the group; |
| • | Add Question - click the Add Question button to add a new question to the group; |
| • | Delete Question - click the bin icon to the right of the Question to delete it; |
| • | Move Question - click and drag a question to change the order in which it appears within the group; |
| • | Expand Answers - click the burger bar icon to the left of the question label to show all the answers and scores applicable to this question; |
| • | Add Answer - click the Add answer button to add a new answer to the question. Fill in the answer value to be added to the score when this answer is selected; |
| • | Delete Answer - click the bin icon to the right of the Answer to delete it; |
| • | Save - click the Save button at the top of the report to save your changes. |
Preview Tab
Gives a preview of your review script questions as they will be presented to the reviewer on the call Playback screen when a ScoreCard review is selected.