Scorecards

Manage Conversations through the Scorecards

Scorecards

The Scorecards feature can be accessed through the Scorecards tab. This functionality is exclusively available to Admin users.

Manage Scorecards

• Navigate to the Scorecards tab in the left-hand menu.
• Click on the Create button.
• Complete all mandatory fields in the form.

• Use the Set as Default option to assign the Scorecard automatically to specific groups during scoring.
• Use the Available For option to specify the groups that can access the Scorecard.

Scorecard Status Options:

• Draft: A scorecard is in draft status when saved using the Save for Now option. Draft scorecards can be edited.
• Active: A scorecard becomes active once created and assigned to specific groups. Active scorecards cannot be edited.
• Deactivated: Deactivated scorecards cannot be used for scoring.
• Deleted: Deleted scorecards are removed from the account.
• Scorecards can be created using various methods, including AI, manual processes, Large Language Models (LLMs), and keyword insights.
• You can also add Scoring instructions as a PDF file.
• Click on "Next" to choose options for adding or skipping sections. 
• Adding sections enables you to customize insights for the Scorecard in a more detailed way. Each section is assigned a specific weight, contributing to a structured overall score. The total weight for all sections must equal 100. If the “Hide insights” option is enabled, individual insight scores will be concealed on the conversations page and in the reports; only the section score will be visible. However, the individual insights will still be displayed and remain scoreable when evaluating the conversation.
  
  
  
  
• Sections can integrate insights from AI, manual processes, language models, and keywords.
• Adding sections to the Scorecard will then allow for reporting on aggregate scores for the sections.
• If sections are enabled for the Scorecard, every insight must be assigned to a specific section.
• If sections are enabled, they will be assigned a weight between 1 and 100, with the total importance of all sections equaling 100%.
• Regardless of the presence of sections, each individual insight will be assigned a relative importance value ranging from 1 to 10.
• If sections are present, the section score will be determined by the scores and individual significance of the member insights. The overall score will be calculated based on the cumulative score of each section, along with the section's weight or importance.
• If sections are not in use, the overall score will depend on the importance of each insight and its scores.
  
  
• Click "Next" to add various insights to the Scorecard.
  
  • AI: AI insights can only be selected from the existing insights list.
    
    
    
    
  • Manual: You can choose manual insights from the existing insights list, or you can create new manual insights. To create new insights, click on "New Insights" and provide the required information. You will have the option to score the insights on a scale of 0-3, 0-5, or 0-10.
    
    
    
    
  • LLM: You can select LLM insights from the existing insights list, or you can create new LLM insights. To create new insights, click on ‘Create a new LLM insight.’ This action will open a new window where you can enter the required information.
    

The "Save and Proceed" option will save the settings for the scorecard (Status: Draft) and redirect the user to create a new LLM insight. The "Proceed" option will direct the user to create a new LLM insight without saving the scorecard settings. Finally, the "Cancel" option will simply cancel the process of creating a new LLM insight.

• Keyword: Keyword insights can be selected from the current insights list, or we can create new keyword insights here. To create new insights, click on 'New Insights' and provide the necessary information.

• The scorecard can include AI, manual, LLM, keyword insights, or a combination of these (hybrid).
• Click 'Save for Now' to save the Scorecard as a draft.
  
  
• Click ‘Preview all’ to review the overall Scorecard settings and insights. After checking the Scorecard, click on Done to save your changes.
• The Scorecard will be saved with an 'Active' status. You can duplicate, deactivate, or archive the active Scorecard by clicking on any active Scorecard.
  
  
  
  
• Once a Scorecard has been saved, it cannot be edited. If you need to make changes, you should duplicate and modify the existing Scorecard as needed. While you can make these changes at any time, it is advisable to do so at the end of the month for better reporting.
• You can duplicate the scorecard. When you select the default group or groups for the scorecard, you will receive the option to rescore historical calls for a date range of the last 90 days. You can edit, add, or remove insights, and the conversations that were scored with the original scorecard will be rescored according to the new scorecard you created.