Maintaining precise scorecard evaluations is essential, and now you have even more flexibility in managing your agent’s performance results. With our new Scorecard Result Override feature, you can manually override the system-calculated results for scorecard questions/subquestions, giving you added control in situations where unique context or specific factors may call for adjustments to results.
In this article you will learn about:
Overriding a Scorecard Question Result
Ensure you are viewing the relevant conversation
Before attempting to override a scorecard question result, ensure that you are currently viewing the conversation that you'd like to initiate a result override for.
You should also have the scorecard tab for this conversation open.
Selecting a result to override
Hover over the scorecard question you wish to override.
An override icon will appear next to the result bubble for that question. Click on this icon to initiate the result override process.
Select the question
You'll then view a pop-up window, here you will be able to fill out the details of your override.
From the dropdown menu provided, select the question for which you wish to override the result. You will have the option to select either the main question or one of its sub-questions.
Select the new result
Select the new result you wish to override to (pass, neutral or fail).
Select the reason for the override
Select the reason for the override from the list provided. Alternatively, if a suitable reason isn't provided, you can provide your own reason under the 'other' option.
Provide additional comments
If necessary, you can provide additional comments to further explain the reason for the override or to provide any additional context.
Submit the override
After reviewing your selections and comments, you can choose to submit the override or cancel the process.
If you are satisfied with your selected changes, select ‘Submit’ to apply the changes to the scorecard.
Viewing Overridden Results in your Scorecard
Once an override has been submitted, these overridden questions will be identifiable when viewing that scorecard.
The new result will now be displayed in the result bubble for that scorecard question
The previous result will be indicated by the coloured ring around the result bubble, providing a visual indication that an override has been applied (e.g. a result that was previously a fail will show a red ring around the result bubble).
Details over the override (i.e. who changed the result, and when and why it was changed) will also be displayed in scorecard question's explanation.
Viewing Question Override History
You also have the ability to view the history of a scorecard question's overrides, allowing you to see any changes that have been made to any of your questions' results
To view the override history, hover over your scorecard question, then select the override icon next to the result bubble for this question.
You will then see the override pop-up displayed. Select the 'History' tab.
Select the question from the dropdown menu that you wish to view the history for.
You will then be able to view the history of any changes that have been made to this question's results (i.e. when an override was made, the user that made the override, the prev/new result, and reasons for the override).
Reverting an Overridden Result
If necessary, overridden results can be reverted back to the original result.
Simply click on the override icon for the overridden question within your scorecard. Then select 'Revert to Original Result' in the Result Override pop-up to restore the previous result of your selected question.
Filtering for Calls with Overridden Results
From your All Calls page, you can filter to view only calls that have had result overrides applied.
Start by navigating to the All Calls page.
Select the filter icon in the top-right corner.
Scroll down through all of your filtering options until you reach the filter titled 'Scorecard Override Applied'. Then select 'Applied' to view all calls that have had result overrides applied.
You also have the ability to view all calls which have not had result overrides applied by selecting 'Not Applied'.
