Before you start
- You need an admin or supervisor role.
Steps
1
Go to QA
In the left navigation, select QA, then the Scorecards tab, then New
scorecard.
2
Name it
Enter a Name and, optionally, a Description.
3
Add questions
For each question, enter its text, choose a Type — Yes/No or a 1–5 scale —
and set its Weight. A question weighted higher counts for more of the final score.
4
Save
Confirm Active is on, then select Save.
Verify
The scorecard appears in Scorecards, and it’s selectable the next time you evaluate a
call.
Common problems
- The score doesn’t add up the way you expect. The final score is a weighted average across all questions, normalized to 0–100 — a single low-weight question won’t move it much.