There are three types of Scorecards that the user can chose from when designing a Scorecard: Standard, Success Rate and Non-Numeric. We created the three different types in order to accommodate the different trends in the QA monitoring industry.
Standard Scorecard. This classic form will give you the flexibility of questions and answers that you can set up alongside with the standard % numerical value for performance evaluation.
Success Rate. It was designed for those customers who have a success-based framework where the focus of reporting is on Success/Fail rates rather than the numeric percentage score and where identifying the root cause of outcomes is critical. (for example the COPC methodology)
Non-Numeric. This type of Scorecard was developed having in mind coaching-based QA frameworks. Because the focus is on the Employees’ development and coaching rather than on numerical values, the Employees will get customized labels such as 'Needs development' rather then a percentage.
Whether you chose the Standard, Success Rate or Non-Numeric Scorecard, the 5 steps described in this section will need to be followed for the setup sequence.
Please note that a Standard Scorecard can be converted to a Non-Numeric Scorecard and vice versa. However, a Standard or Non-Numeric Scorecard can’t be converted into Success Rate Scorecard or the other way round.
The differences of each Scorecard type are also graphical on the Agent Dashboard (Agent Insight module).
Standard Scorecard on Agent Dashboard
Success Rate Scorecard on Agent Dashboard
Non-Numeric Scorecard on Agent Dashboard