What is peer to peer scoring?

Until now, Agents could only be scored by QA Evaluators, Supervisors or other roles with higher permissions than standard Agents or Employees.
With Scorebuddy’s Peer Scoring feature, selected Agents can now also score other Agents.

Why would I grant my employees access to peer scoring?

Peer Scoring can help better engage Employees in the quality process and have them start thinking more deeply about the practices and behaviours you are trying to encourage through your quality programme.
Peer Scoring also helps scale a QA program without having to hire many new QA Evaluators.

How do I set it up?

Only Agents for whom the Scorebuddy Admin has set the Peer Scoring permission will be able to score other Agents.

Peer Scoring is a permission granted at a user level. The Scorebuddy Admin can decide which Employees are/not able to create scores for other people.
The usual Team and Group permission enforcements are present
The Peer Scoring permission can be granted for new and existing Employees via the Staff page, the CSV Staff Uploader and via the Scorebuddy Open API.

How can employees access peer scoring?

If Scorebuddy is integrated with a Helpdesk, lists of interactions to score, created in the “Create list” workflow, can be assigned to these Agents as well as to QA Evaluators.

If Scorebuddy is not integrated with a Helpdesk, these Agents have access to the usual "Score employees" menu to score other Agents.
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