Scorecard sections are recommended for the following benefits:
Stay organised: Group related questions together so scorecards are easier to build, maintain and complete.
Get sharper insights: Section-level reporting shows exactly where teams are strong and where they need support.
Coach with focus: Pinpoint the specific area that's affecting an agent's score, not just the overall result.
Handle compliance separately: Use Compliance sections to treat must-pass items differently from general quality questions, with their own outcomes, weighting and reporting.
This article covers the following topics:
Adding a Scorecard Section
Type the section title in the text box labelled 'New section name...'
Click +Add Section.
If applicable, tick the box to mark the section as a compliance section. The scorecard type will remain default if the box is unticked.
The two available section types are default and compliance:
Default section type - this type will comprise the majority of your scorecard. Questions can be configured to suit your business needs. Answer choices and weightings can be customised.
Compliance section type - questions in this section score Pass / Fail / N.A. with no weighting. Reporting for the compliance section will be based on Pass/Fail rates in Reports > Compliance or in Analytics. The user can set up notifications for Compliance section failures in scorecard settings.
Default sections are marked with a blue left stripe, while Compliance questions are orange with a 'Compliance' tag:
Adding Causes and Comments to a Section
Causes and comments can be added at a section level.
Click on the Causes & Comments button to open up the edit sidebar.
Select the causes or comments tab and enter the cause/ comment in the text box.
Click the yellow Add button.
Causes and comments can be deleted and edited from the same side bar.
The number of causes and comments assigned to the scorecard section is displayed on the Causes & Comments button.
Note: For reporting purposes, causes and comments attached to existing scores will remain on the score after deletion.
Section Weightings
Section weightings and max points are displayed in the top right corner of the section box. The weighting is the percentage the section counts towards the overall scorecard.
This is set through question weightings: a section's share of the final score is its questions' total points divided by the scorecard's total points.
Weightings are also shown under the Score Summary.
For more information on question weightings, click here.
Removing a Scorecard Section
Click on the three dots in the right hand corner of the scorecard section.
Select Remove Section.
If the section still has questions, a pop up will prompt you to move questions to an existing section or to no section.
Note: Deleting a scorecard section will never automatically delete the questions assigned to it.
Once selected, click the red Remove Section button.
If you have chosen No Section, questions will be moved to the default Questions section.
Note: Once questions are moved out of the default Question section, the section will be removed automatically to ensure a tidy scorecard layout.
Reordering Scorecard Sections
There are two ways to reorder sections in a scorecard:
Hold the cursor down on the 6 grey dots in the top left corner of the section box, and drag and drop.
Click on the three dots beside the section weighting, and choose 'choose up' or 'choose down' depending on the current section place.
