Creating Performance Management scorecards

Performance Management is a collection of features designed for the evaluation of customer interaction quality and the identification of opportunities for improvement. Quality Management admins can create a scorecard, which consists of user-defined questions used by supervisors and evaluators to score agent performance.

Requirements for creating Performance Management scorecards

• Account owner or admin privileges; or relevant role/privilege
• Quality Management license
• Zoom Contact Center license
  Note: Only the voice and video channels are supported in Quality Management.
• Zoom Contact Center voice or video recording enabled

How to create scorecards

Scorecards are a list of user-defined questions used by supervisors and evaluators to score agent performance during customer interactions.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Quality Management then Performance Management
3. Click the Scorecards tab.
4. Click Create Scorecard.
   The scorecard creation page will appear.
5. Under Sections, select Scorecard settings. Enter a name and description (optional).
6. Under Scoring format, select a format:
   • Points: The score is determined by totaling the points awarded for each question in the scorecard. You can specify the number of points for each question option. The weight of each question is determined by the maximum number of points that can be awarded for that question.
   • Percentage: The score is a weighted calculation consisting of the section weights, points associated with each question option, and total points possible in the section. Assign a weight to each section to determine how much each section contributes to the final score. The weight of each question within a section is determined by the maximum number of points that can be awarded for that question. See the section below for a detailed formula and example.
7. Under Scorecard result will include, configure the following:
   • Allow question comments: Allows users to comment on questions for the scorecard.
   • Allow section comments: Allows users to comment on sections of the scorecard.
8. Under Sections, select the first untitled section.
9. (Optional) Click the name of the section to change it.
10. If the Scoring format is set to Percentage, choose a Weight for the section or leave it at the default value. By default, section weights will be balanced. Section weights must total 100%.
11. Click Add Questions and enter the question text and select the question type. Quality Management has 3 question types. See the Scorecard question types section for more information on settings.
    • Yes / No
    • Single Choice
    • Rating Scale
12. Enter your answer options and associated points values or use the default values.
13. Enable or disable the following settings for each question:
    Note: Some options may not be available based on previous settings.
    • Required: Make this question required before the evaluator can submit their responses.
    • Comment: Allow the evaluator to attach a comment to their response.
    • Auto-fail options: Enable this option to configure specific options as an automatic failure for the entire scorecard when selected by the evaluator. For example, if you enable this option, then enable Auto-fail for the Yes option in a Yes / No question, it means the agent will receive a score of 0 for this evaluation if the Yes option is selected, regardless of how the other questions are answered.
14. Continue to add sections and questions until you are satisfied with your scorecard.
15. (Optional) Click Preview button to see how the scorecard would appear to an evaluator while using the scorecard.
16. Click Save and Activate.
    Note: Once a scorecard is active, you can not modify it.

Percentage scoring format

Calculation

• Section score as a percentage × section weight = weighted section score
• Sum of all weighted section scores = total score as a percentage

Example

The scorecard has two sections called Intro and Compliance. The Intro section has a total of 20 possible points and is worth 30% of the overall score. The agent has earned 14 out of the 20 possible points, or 70%, for this section. The Compliance section has a possible total of 20 points and is worth 70%. The agent has earned 16 points, or 80%, for this section. The overall score is calculated as follows:

Intro section = 70% x 30% = 21%

Compliance section = 80% × 70% = 56%

21% + 56% = 77% Total Score

Scorecard question types

Yes / No

Use the yes / no format if you want the evaluator to only answer with yes or no. Use these options to customize your yes / no questions:

• Click Untitled Question to enter your question.
• Points: Enter the associated points for each option, or use the default values.
• Add N/A option: Add another answer option called N/A (this is mandatory with Automated scorecards). This can be removed by clicking the trash bin icon  to the right of it.
• Delete the question: In the bottom-right corner of the question box, click the trash bin icon .
• Duplicate the question: In the bottom-right corner of the question box, click the duplicate icon  .
• Rearrange the question: Click and hold the 6 dots  at the top of the question box to drag the question to its new location and drop.

Single choice

Use the single-choice format if you want the participant to answer with only one choice from a list. Use these options to customize single choice questions:

• Click Untitled Question to enter your question.
• Click Choice 1 to enter the first answer. Click Choice 2 to enter the second answer. (Optional) Click Add Choice, then click Choice 3 to enter the new answer. Repeat to add as many choices as needed.
• Points: Enter the associated points for each option, or use the default values.
• Add N/A option: Add another answer option called N/A (not applicable).
• Deleting a choice: Click the trash bin icon .
•  to the right of the choice you want to delete.
• Rearrange choice: Click and hold the 6 dots right of the choice; drag to its new location and drop.
• Delete the question: In the bottom-right corner of the question box, click the trash bin icon  .
• Duplicate the question: In the bottom-right corner of the question box, click the duplicate icon  .
• Rearrange the question: Click and hold the 6 dots  at the top of the question box to drag the question to its new location and drop.

Rating scale

Use the rating-scale format if you want the evaluator to answer with a value between a range of numbers. Use these options to customize the rating scale:

• Click Untitled Question to enter your question.
• In the Score from box, enter a number or click the arrows to select the number that the range should start from.
• In the To box, enter a number or click the arrows to select the number that the range should end on.
• Below the Low score label, enter what the lowest value represents.
• Below the High score label, enter what the highest value represents.
• Delete the question: In the bottom-right corner of the question box, click the trash bin icon .
• Duplicate the question: In the bottom-right corner of the question box, click the duplicate icon  .
• Rearrange the question: Click and hold the 6 dots  at the top of the question box to drag the question to its new location and drop.