Scorecard conditionals are a powerful feature that allows for more dynamic and tailored scorecard assessments - by controlling the behaviour of questions on your scorecards based on specified conditions. This feature enables control over when and how questions are displayed and scored, offering a more intelligent evaluation process.
In this article, we will explain three different types of Scorecard conditionals:
Transcript Conditionals
Transcript conditionals enable you to define rules to determine when a question should be displayed based on specific phrases found in the transcript.
E.g. Showing a question based on transcript content:
A condition can be set to only show a question if it finds a certain phrase within the first 10 seconds of the transcript.
If this phrase is present in the transcript, the question will appear on the scorecard. If the phrase is not present, the question will be excluded from the scorecard
Question Conditionals
Question conditionals allow you to display a question based on the result or score of another question within the same scorecard, creating dependencies between questions.
E.g. Showing a question based on the result of another question:
A condition can be set so that a question will only appear when specific conditions are met in a previous question.
For instance, you can show Question 1.5 only if Question 1.2 passes, with Question 1.2's outcome determined by the presence of a specific
Result Overrides
The type of conditional enables you to override the value of a question based on the result or score of another question. This is a powerful tool for customising your assessments and managing the flow of your questions.
E.g. Overwriting Pass/Fail:
Specify that a question should pass if another question passes, otherwise it fails.
For instance, specifying that a sub-question will only pass when an override condition is met, such as another specific question passing.
By understanding these different types of scorecard conditionals, you can design assessments that are more precise, responsive, and tailored to your specific needs. With these tools at your disposal, you can create sophisticated scorecards that provide an enhanced assessment of your call interactions.