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Uniphore Customer Portal

Configure Scorecard

The Scorecard Designer screen displays both approved and draft scorecards. To edit any scorecard, click the Edit button next to the desired scorecard.

Note

To edit a Scorecard in “Approved” status, you must first change its status from Approved to Draft, and then proceed to edit it.

Create New Section

Scorecards are divided into sections and sub-sections, each with a designated weight for automated scoring. The system initially assigns equal weight (value) to each section, summing up to a total of 100 points. You can manually adjust the weight of any section, and the system will automatically recalculate the weights of the remaining sections.

To create a section:

  1. Click +Section

  2. Enter the section name and description

  3. Click Create.

Create New Subsection

To create a sub section:

  1. Navigate to the section for which subsection need to be created.

  2. Click +Sub Section.

  3. Enter the subsection name and description.

  4. Click Create.

Note

You can create multiple subsections and questions under a section or subsection. The weight of each subsection is automatically distributed equally based on the number of subsections, summing up to the section’s total weight. Adjusting the weight of any subsection will prompt the system to recalculate the remaining weights.

Edit Section or Subsection and Scores

To edit, click the Name or Description of the Section or Subsection and Score value.

Delete Section or Subsection

Deleting a section or subsection will also delete its questions. If necessary, move the questions to another section or subsection before deletion.

Click the Delete icon next to section or subsection.

Note

When a section or subsection is deleted, the system recalculates the weight of the remaining sections or subsections.

Create Question

To create a question:

Navigate to the section or sub section for which question need to be created.

  1. Select + Question.

  2. Enter the question name and text.

  3. Set guidelines for evaluating the question.

  4. Select the Impact of the question (Positive or Negative).

    • Positive: Add points if the answer is True.

    • Negative: Deducts points if the answer is True.

  5. Enable Auto Fail if necessary. When enabled, a False evaluation causes the entire scorecard to fail. When disabled, the Analyst can manually evaluate the scorecard.

    Example: If “Did the customer ask for account details?” is set to Auto Fail and the answer is False (the customer did not ask for account details), then the scorecard fails.

  6. For Auto Evaluation, select the Fact to map to the question for automatic evaluation.

    Note

    Only Facts mapped to the scorecard’s assigned organization(s) will be displayed.

  7. Click Create.

Note

The weight of each question and subsection is automatically distributed equally within the section’s total weight. Manually adjusting the weight of any question or subsection will prompt the system to recalculate the remaining weights, ensuring the total does not exceed the section’s assigned weight.

Edit Question

Click the ellipses (...) icon and select Edit. The Update Question window will appear. Edit the required fields. Refer to Create Question for guidance.

Delete Question

Click the ellipsis (...) icon and select Delete.

Note

When a question is deleted, the system recalculates the weights of the remaining subsections or questions.

Scorecard Status

Only approved scorecards will be used to evaluate conversations. After configuring a scorecard, a Quality Analyst or Business Analyst must change its status from Draft to Approved.

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