The scorecard basic design will give you a fully functional and operational scorecard, however Scorebuddy offers a variety of advanced features within the scorecards to allow for greater efficiency of evaluation and to help attain deeper insights when it comes to reporting. Click on a link below to bring you to the relevant knowledge base article.
Tip sheet and question tips
Question tips allow you to give clear guidance to evaluators on how they should be scoring an interaction, whether this be by including the script the agent should be following or by including a grading rubric.
Event types
Adding event types to your scorecard will allow you to further narrow down the scores you are viewing in reports and analytics to view the QA score of specific events you are interested in tracking, eg Sales Query, Complaint, Cancellation Request
Comments
Scorebuddy gives you the option of creating pre-written comments should there be a comment that is frequently left by evaluators. This will allow them to simply select the comment they wish to apply rather than typing it out each time.
Causes
With Scorebuddy you can create causes to track reasons why a particular question may have been marked down. This allows you to perform root cause analysis within a couple of clicks.
Custom Fields
If there are further data tags you wish to be able to associate with a score as part of your reporting requirements, custom fields allows you to define these tags to be used in reporting