To create a Success Rate Scorecard the same steps as for a Standard Scorecard will be followed as per steps below.
Before continuing, since the Scorecard needs to be assigned to a group make sure that you have a group created to be associated with it.
Navigate to the Scorecard tab
Within the Scorecard page, click "New Scorecard"
Enter a Scorecard label
Select as Type: Success Rate from the Type drop-down
Select a group from the drop-down
Then click "Add Scorecard" to create it
Design the Scorecard Sections. Click here to learn more
Apply Weightings and set the Target score
The difference between the Success Rate Scorecard and the Standard Scorecard lies in the answer choices. The Success Scorecard has three canned answer choices: a Positive answer choice (e.g. Pass, Met, Yes), a Negative one (e.g. Fail, Not met, No) in addition to the optional Not Applicable. The answer choices will be defined in the Scorecard Settings.
To turn on the Success Rate option, once the Scorecard has been created/Saved navigate back to the Scorecard page as per indication below:
Within "Scorecards" tab, click on "Actions" on the Scorecard you wish to Change Settings
Within "Scorecard settings" page, scroll down to the bottom and tick mark "Success Rate Answer Choices"
The answer choice fields will be displayed. Enter a Positive and Negative Label, then click Save to complete.
These three answer choices will be assigned to all questions in all Sections. After the answer choices are saved, you will need to go back to the Edit scorecard page and click on 'Save Scorecard'.
We also created a report for this type of Scorecard called Success. This report is displaying the overall Success vs Fail rates as well as the question details.
Note:
The best of the Success Rate Scorecard use is within the Agent Dashboard.