A Scorebuddy Global Admin creates a workflow, giving it a name, choosing a Scorecard which the Evaluator will use, setting up any integration filters for the interaction type they would like to be scored and choosing which Employees will be scored as part of the Workflow, and which Evaluators will do the scoring.

Once created the Workflow will automatically assign one of your assigned Evaluators to one of your assigned Employees each week for the next 4 weeks. This assigned of Evaluator to Employee will be done randomly each week, or randomly for the first week and then repeated and maintained for the following weeks, depending on how the Workflow was configured.

The Global Admin may check the way that the following weeks work has been populated on the “Manage Assignments” page. If they wish to make any manual changes to the assignment for any week, they may do so here.

Evaluators will score via the workflow from the “Scoring Queue” page. They are shown the agents who are assigned to them to score that week and click add score to be taken straight to the scoring page with the Scorecard for that workflow and (where integrated) an appropriate filtered interaction to score.

If the interaction is not one they find appropriate (it has corrupt audio or is incomplete, for example), they may click “Select Another Interaction” to be shown a list of filtered interactions and select a different one.