Scorecards

Manage Conversations through the Scorecards

Scorecards

You can Manage Scorecards under the scorecard tab.

Manage Scorecards

• This option is only accessible to the Admin users
• Navigate to the scorecards tab on the left-hand menu options
• To create the scorecard, click on the ‘Create’ button.
• Enter the information for all the mandatory fields.
  
  
• You can select the groups for which the Scorecard will be added by default while scoring under the ‘Set as default for’ option and the groups where the Scorecard will be available under the ‘Available for’ option.
• Set as default will automatically assign the Scorecard to a conversation when it comes into the system. If all the required insights can be scored automatically in the form of AI insights, the conversation will also be scored automatically.
• Available status for Scorecards is Draft, Active, Deactivated, and Deleted.
• Scorecards can be created with a mix of AI and manual insights.
• You can also add Scoring instructions as a PDF file.
• Click on Next to select the option from Add Sections and Skip Sections. 
• Adding sections allows you to customize the insights for Scorecard on a granular level. Each section is allotted a weightage for more structured overall scoring. Total weightage should be added to 100. If the “Hide insights” option is enabled, individual insight scores will be hidden on the conversations page and in the Reports. Only the section score will be visible. The individual insight will still be displayed and be scoreable when scoring the conversation.
   
  
  
  
• Sections can be a combination of AI and or manual insights.
• Adding sections to the Scorecard will then allow for reporting on aggregate scores for the sections.
• If sections are enabled for the Scorecard, all insights must belong to a section.
• If sections are enabled, sections will get their weight/importance on a scale of 1-100, and the sum of the importance of all the sections must total 100%.
• With or without sections, individual insights will still be assigned a relative importance value of 1-10.
• If sections exist, the section score will be based on the scores and individual importance of the member insights. The overall score will be based on the aggregate score of each section, together with the section's weight/importance.
• If sections are not in use, the overall score will be based on the relative importance of each insight and its scores.
  
  

• Click on next to add different insights to the Scorecard. When creating a Scorecard and adding manual insight, CAI allows the user to create a new insight or select an existing insight that was created on an existing Scorecard.
• You can add all AI insights, Manual insights, or a combination of both insights (Hybrid) 
• Click ‘Save for Now’ to save the Scorecard as a Draft.
  
  
• Click ‘Preview all’ to check overall Scorecard settings and insights. After reviewing the Scorecard, click on Done to save the same.
• The Scorecard will be saved with ‘Active’ Status. You can Duplicate, Deactivate, or Archive the Active Scorecard by clicking on any Active Scorecard.
  
  
  
  
• You can not edit Scorecard once saved. You can instead duplicate the existing Scorecard and make the desired changes. Although you can make this change at any time, It is recommended that you make it at the end of the month for reporting purposes.