Scorecard Builder

2. Click Upload New Library.

3. Ensure the phrases being uploaded in the .CSV format follow the same structure as the example provided.

4. Rename the Library and upload as a CSV file then hit Submit.

5. We can also upload a revised version of an existing library through clicking the Upload button. This gives us the ability to create another version.

6. We can also see the previous version history of the scorecard if required.

7. Now let’s navigate back to the side menu and access Scorecard Builder through the Configurations tab.

8. Aisles are the different teams (queues) that are linked to the available metadata values in the system and can be mapped to different scorecards. Each scorecard we design can be individually applied per Aisle. The new scorecard builder has the capability to create an aisle so you can easily map different scorecards to different teams/queues. Click Create Aisle.

9. Name your Aisle to the relevant team in your contact centre. Apply an existing scorecard and its relevant version. Click ADD.

10. Once added, navigate back to the Aisles tab to view/modify the latest default scorecards applied to each Aisle created.

11. Click Update to implement the new scorecard to its appropriate Aisle.

12. Select a new default scorecard and its associated version from the pre-existing collection if required.

13. Now that we have finalised our Aisles, lets adjust our current scorecard collection. Click on the Scorecards tab to navigate.

14. In this tab you will see a collection of all the scorecards and their version history. Any scorecard versions will appear here. All these scorecard versions are also visible in the Aisles tab if we would like to implement a new scorecard and set as default. We also have the ability to sort the versions alphabetically.

15. Each scorecard has a versioning history attached to it. Click View History to track the previous versions made to the individual scorecard.

16. See example version history below.

17. You can view and update your existing scorecard through clicking the action icon below.

18. Or you can create a brand-new scorecard to add to our collection. Click the Scorecard Builder button.

19. After naming your scorecard in the Config Name section, navigate to Question Builder to customise the questions

20. Recall that the standard daisee scorecard has 3 categories: Communication, Compliance and Conduct. Each category has its appropriate pool of questions that are customisable.
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We can click on each section to adjust their settings such as the weighting and criticality. Click the “i” button for the detailed view of each category. And create category specific questions through clicking the “+” button.

Definition of each category above:

21. Under the Communication section, we can create a question evaluating agents’ communication skills through clicking the “+” button.
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For this example, we are assessing whether the agent provided an appropriate greeting to the caller. Rename the “average” to your desired question label. In this case, we have renamed it as “Did the agent greet the customer?”. The fields on the right-hand side determine the scorecard elements of each question.

22. Once the details in the main question were defined. Setting up of the subquestion will be next. To do that, we need to click the “+” in the main question (Did the agent greet the customer?) and redo the process as above. Rename the sub question. For this example, we named it as a “Greeting” sub question.

It has the same components as above. The only difference is the question type we desired to use. The most common type of question that are being used in the sub questions are Phrase Search and Script Section.

23. After this, we need to set the version of the Phrase Library we want to map our scorecard to.

24. We can define each of the sub-question phrase groups through selecting the appropriate Phrase Library section version.

25. Once we select the correct Phrase Library version, we can then choose the appropriate Phrase Group for the sub question. For example, we are using the phrase group “Intro” from “Default Phrase Library” for the “Greeting” sub question.

26. We can then define the explanation description displayed in the scorecard when the question passes or fails.

27. If you wish you apply certain scorecard questions to different teams, queues, disposition, call duration & direction, we can create a scorecard logic to set conditionals. To do that, we select the condition expression builder.

28. To add/delete a conditional Click Add Node or Delete Node.
To expand/minimise an existing conditional in an existing scorecard. Select the “+” on the side (e.g the “+” or “-“ button before “Default”) it will prompt to the custom metadata values that are being used and the conditional logics that are set up on the values.

The expression types include:

29. As an example, we can use a custom metadata value such as “Scorecard” to define which scorecard values will be used in the conditional.

30. We can then select the “Scorecard” values to pick the exact values we want the questions to be applied.