How can I apply different weighting to my scorecards questions?
You do this via the 'Question Details' page accessed from Edit Scorecard.
How do I use the Question Details page to apply my desired weighting?
You need to assign a value for each question, called a Weighting, which will be multiplied by the Answer value associated with the answer choice, to calculate the score value of each answer choice.
For example, in the case of Question 1. below, there are three possible answers, Yes, Somewhat and No. Selecting the response Yes multiplies 5 x 1 resulting in 5 points while Somewhat would multiply 5 x 0.5 resulting in 2.5 points and No will multiply 5 x 0 resulting in 0 points.
Our recommendation for the Weighting box is to assign a value corresponding to the importance of the question in your quality form.
For the Answer Value, we suggest using a positive value, starting with 1 as the highest value and moving downward towards 0 – the value for the answer choice marking the failure. If you have intermediary answer choices, you can use decimal values.
The values in the Max Score boxes are automatically calculated by Scorebuddy. The Max Score box will display the value of the highest weighting for each question.
Does my weighting need to add up to 100 across the whole Scorecard?
No, this is not necessary.
Scorebuddy calculates all percentages on the basis of (points achieved) divided by (maximum points available) x 100.
For example:
If 80 points out of an available 100 were achieved on a scorecard, the score awarded would be 80%
If 96 points out of an available 120 were achieved on a scorecard, the score awarded would also be 80%
Your total available points (the sum of the Max Score) can be any value and Scorebuddy will still correctly calculate the percentage at the end.
How should I weight any N/A questions I have on my Scorecard? How will these effect the overall score/other questions scores?
There are two options which are commonly used by our customers for N/A answer choices.
N/A has no impact on the overall score
Input the same Multiplier value as the one used for that questions highest scoring answer choice (in this example, Yes). The same points will be awarded as if the agent had achieved the required standard and the other questions weighting will not be affected
N/A removes the questions weighting from the overall max score
Leave the Multiplier value at 0 and flag the N/A answer choice with the N/A tag in the column indicated below. When N/A is selected the Max Score for that question will be removed from the maximum points available used in the calculation of the overall score.
Some business use this as they believe that it gives a more accurate reflection of the Agent being assessed's true performance.
The percentage-per-question for the other questions in the scorecard will change when using this N/A method and when an N/A is selected during scoring, however, so consider what works best for your business.
See the video below to understand more about how the N/A flag will affect scoring.
How do I set a target for my Scorecard?
The last step of the scorecard weighting is to set a target %. You can do this at the bottom of the Question Details page. Based on the target %, the Scorebuddy algorithm will display the results as below or on/above target.
Ensure that you only input the number value for your target, do no input a % symbol as this is not an accepted character within the Question Details page and can cause you to lose work.
After the weightings and the target are set, please click on 'Save' (option available both at the top and bottom of the page).
Note:
After configuring your Scorecard, you can check it out by using the ‘Preview Scorecard’ option on the 'Edit Scorecard' page, in the ‘More’ drop-down menu.