Why use comments and causes as part of my scoring process?
Comments:
Provide detailed feedback on failure reasons/strong performance to embed good behaviors and coach improvement areas
Causes:
Highlight where your Employees have failed to meet a competency requirement and allow for Root Cause Analysis of your most common pain points
Comments
There are two ways in which you can leave written feedback using Comments on your Scorecard; Question Comments and Summary Comments.
Question Comments
There is a drop-down box for each scorecard question which allows the user to select from a set list of canned comments which were previously stored (please see Adding Comments) or the Evaluator can freely enter any text. Free text comments can be added by the user by selecting 'Other' and typing in the text box below.
Depending on the Scorecard Settings one or more canned comments may be left against a particular question.
Summary Comments
After having selected answers for all questions, the user can add a Summary Comment (an overall comment on the interaction). The overall comment appears with the Evaluator's name on the saved score, additional comments can be added when reviewing with the agent
The Summary Comment input field supports HTML formatting via the inbuilt ribbon which can be used to give character and impact to your comments. Emojis are also supported.
Causes
The Causes drop-down box will be available just below the Comment box (please see Adding Causes). The Evaluator will have the option to select individual causes or multiple ones based on the Scorecard Settings.
