U17
To create a scorecard:
- Log on to the LiveVox Portal.
- On the WFO tab, click SpeechIQ > Configuration > Scorecards.
The Scorecards window appears. - On the Scorecards tab, click New.
The Settings tab appears.
- Specify values in the following fields.
Field Description Name Enter a name for the scorecard.
Group Select the group based on which you want to group the scorecard on the Scorecards tab. You can also enter a name for the group.
Description Enter a description of the scorecard.
Categories Select the category that you want to assign to the scorecard. For more information about scorecard categories, see What is a scorecard category?
Type Select one of the following options:
- Manual: This option requires you to select the scores for each question manually. The overall grade is automatically populated based on the scorecard setup.
- Auto: This option automatically scores calls as they are processed. Results are driven by terms/phrases identified by the assigned keyword lists.
Scoring Method
Select one of the following options:
- Basic: This option, selected by default for a new scorecard, indicates that the scorecard does not support a weighted score.
- Weighted: Select this option if you want the scorecard to support a weighted score. For an existing scorecard, the option is selected by default.
DeleteThis field is enabled only if the Manual option is selected in the Type field.
Allows Comments on Scorecard Select this checkbox if you want users to be able to provide comments.
Requires Acknowledgment Select this checkbox if you want an acknowledgment task to be created in the work queue of agents when an evaluation is created.
Supports Arbitration
Select this checkbox if you want to provide support to agents for dispute resolution.
This checkbox is enabled only if the Requires Acknowledgment checkbox is selected.
Arbitrators
Select the names of the arbitrators.
This field is enabled only if the Supports Arbitration checkbox is selected. A user can be assigned as an arbitrator through the User Maintenance window, which appears when you click SpeechIQ > Configuration on the WFO tab.
Total Scorecard Points Enter a point for the scorecard. You can also select a point by using the arrow buttons. DeleteThis field is enabled only if the Auto option is selected in the Type field.
- If you selected the Auto option in the Type field, click Update Filters.
The Filters window appears. - Specify the filters based on which you want the scorecard to be categorized, and then click Apply.
- In the Scorecards window, click Save.
The scorecard is created and displayed on the Scorecards tab.
Info
- To modify a scorecard, on the Scorecards tab, double-click the scorecard that you want to modify.
- To delete a scorecard, on the Scorecards tab, in the row displaying the scorecard, in the Del column, click the Delete Scorecard icon
.
U19
To create a scorecard:
- Log on to the LiveVox Portal.
- On the WFO tab, click SpeechIQ > Configuration > Scorecards.
The Scorecards window appears. - On the Scorecards tab, click New.
The Settings tab appears.
- Specify values in the following fields.
Field Description Name Enter a name for the scorecard.
Group Select the group based on which you want to group the scorecard on the Scorecards tab. You can also enter a name for the group.
Description Enter a description of the scorecard.
Categories Select the category that you want to assign to the scorecard. For more information about scorecard categories, see What is a scorecard category?
Type Select one of the following options:
- Manual: This option requires you to select the scores for each question manually. The overall grade is automatically populated based on the scorecard setup.
- Auto: This option automatically scores calls as they are processed. Results are driven by terms/phrases identified by the assigned keyword lists.
Scoring Method
Select one of the following options:
- Basic: This option, selected by default for a new scorecard, indicates that the scorecard does not support a weighted score.
- Weighted: Select this option if you want the scorecard to support a weighted score. For an existing scorecard, the option is selected by default.
DeleteThis field is enabled only if the Manual option is selected in the Type field.
Allows Comments on Scorecard Select this checkbox if you want users to be able to provide comments.
Requires Acknowledgment Select this checkbox if you want an acknowledgment task to be created in the work queue of agents when an evaluation is created.
Supports Arbitration
Select this checkbox if you want to provide support to agents for dispute resolution.
This checkbox is enabled only if the Requires Acknowledgment checkbox is selected.
Arbitrators
Select the names of the arbitrators.
This field is enabled only if the Supports Arbitration checkbox is selected. A user can be assigned as an arbitrator through the User Maintenance window, which appears when you click SpeechIQ > Configuration on the WFO tab.
Total Scorecard Points Enter a point for the scorecard. You can also select a point by using the arrow buttons. DeleteThis field is enabled only if the Auto option is selected in the Type field.
- If you selected the Auto option in the Type field, click Update Filters.
The Filters window appears. - Specify the filters based on which you want the scorecard to be categorized, and then click Apply.
- In the Scorecards window, click Save.
The scorecard is created and displayed on the Scorecards tab.
Info
- To modify a scorecard, on the Scorecards tab, double-click the scorecard that you want to modify.
- To delete a scorecard, on the Scorecards tab, in the row displaying the scorecard, in the Del column, click the Delete Scorecard icon .