Scorecard Campaign Report Metric Definitions
This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Scorecard Campaign report.
This style of report requires the Recording Library module. As a result, if creating this style of report and the module has not been purchased, then the value columns will appear empty upon running the report.
Additionally, it will require you to build a scorecard campaign. Scorecards provide the ability to create a series of questions wherein the manager may evaluate the agent(s)/group(s) performance based on the recordings that coincide with the scorecard. Once a call has been scored, you may then run a report that will provide the scored call statistics.
To learn more about creating a scorecard campaign see this article.
Composite Score
This value shows the combined average for all question scores for the campaign.
If a scorecard campaign has not been created, or the Recording Library has not been purchased, this column will appear empty.
For a list of filter definitions for Composite Score, see the Report Filter Criteria report.
Question Score
This value shows the score(s) for the associated question(s) associated with the given campaign. The report will provide an individual column for each question found in the campaign. This provides an individual score for the individual questions found on the campaign.
Note: This value requires the Recording Library module. As a result, if this value is added to a report and the module has not been purchased, then the column will appear empty upon running the report.
For a list of filter definitions for Question Score, see the Report Filter Criteria report.
Scorecards Scored
This value pertains to the Scorecard feature of the Recording Library module. Scorecards provide the ability to create a series of questions wherein the manager may evaluate the agent/group performance based on the recordings that coincide with the Scorecard. Once a call has been "scored," you may then run a report that will provide the scored call statistics.
In rare situations, a call may belong to more than one scorecard campaign. This value shows how many scorecards associated with the given call have been scored. In most scenarios, this will display either 0 or 1. However, there may be scenarios where, if the call belongs to more than one campaign, and if the scorecards have been scored, the column may display more than 1.
For a list of filter definitions for Scorecards Scored, see the Report Filter Criteria report.
Updated about 5 years ago