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
In the navigation menu, click Quality Management, then Performance Management.
Click the Scorecards tab.
Click Create Scorecard. The scorecard creation page will appear.
Under Sections, select Scorecard settings. The scorecard creation page will go to the scorecard settings section.
(Optional) At the top of the scorecard settings, enter a name and description.
Under Scoring, select a scoring format from the dropdown:
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. See the Percentage scoring format section for a detailed formula and example.
Under N/A score calculation, select how N/A answers affect the score: Note: Learn more about how N/A answers affects scoring with examples of each mode.
Exclude from total score: Questions answered N/A are excluded from both the points earned and total possible points. This is the default behavior.
Include in total score: Questions answered N/A count as full marks. The maximum possible points for the question are added to both the points earned and total possible points. Use this when N/A should not penalize or benefit the agent's score relative to the rest of the evaluation.
Under Comments, configure the following options based on how users can comment on the scorecard:
Allow question comments: To enable comments on questions for the scorecard, click the toggle on.
Allow section comments: To enable comments on sections of the scorecard, click the toggle on.
Click the Email notifications toggle to enable or disable it. When disabled, agents will not receive an email notification when an evaluation is completed for them using this scorecard.
Under Sections, select the first untitled section. The scorecard creation page will go to the default scorecard questions section.
(Optional) Click the section name to rename it.
If the Scorecard settings has scoring set to Percentage, choose a Weight for the Section weight or leave it at the default value. Section weights must total 100%.
Click Add Questions, enter the question text and select from the following question type:
Click the toggle of the following options to enable or disable them for each question: Note: Some options may not be available based on previous settings.
Default answer: When enabled, specify a default answer for the question. The selected answer will be pre-populated when an evaluation begins. Evaluators can change it during the evaluation.
Auto-fail: When enabled, sets a question so that selecting a specific answer triggers an automatic failure. Choose from the dropdown the auto-fail scope and the answer that triggers it : Note: During the evaluation, the triggering answer is labeled Evaluation fail or Section fail so the evaluator can see the impact immediately.
Evaluation fail: The agent receives a score of 0 for the entire evaluation, regardless of how other questions are answered.
Section fail: The section containing the question receives a score of 0, while all other sections are scored normally.
Allow comment: When enabled, allows the evaluator to attach a comment to their response.
Continue adding sections and questions until the scorecard is complete.
(Optional) In the top right corner of the scorecard creation page, click Preview to see how the scorecard would appear to an evaluator, including how Skip to rules behave in practice.
Click Save and Activate.
Configure scorecard question types
When creating scorecards, follow the configuration instructions based on the selected question type.
Configure Skip to
When creating scorecards, Skip to lets you direct evaluators to a specific section, question, or the end of the evaluation based on how they answer a question. When an evaluator selects an answer with a Skip to destination configured, they jump directly to that destination — bypassing everything in between. Questions and sections that are skipped are excluded from the score calculation.
Notes:
Skip to is only available on basic scorecards. It is not supported on automated scorecards.
Skip to is available on Yes / No and Single Choice questions only. Rating Scale questions do not support Skip to.
Enable Skip to on a question
In the scorecard builder, select the question you want to configure.
At the bottom of the question, click the Skip to toggle on to enablethat option. A Skip to column will appear next to each answer option.
For each answer option, select a destination from the Skip to dropdown: Note: Only items that come after the current question are available as destinations.
Any section or question that appears after the current question in the form
End of evaluation to end the evaluation immediately when that answer is selected
Leave the Skip to dropdown at Select a section or question for any answer option where you want the evaluation to continue in order.
Disable Skip to on a question
In the scorecard builder, select the question you want to configure.
At the bottom of the question, click the Skip to toggle off to disable that option and remove all destinations from the question.
Error states
If a question or section used as a Skip to destination is deleted or reordered so it no longer appears after the trigger question, the destination becomes invalid. An error indicator appears on the affected section in the Sections panel, and the message Some skip-to destination questions are no longer valid is shown. Update or remove the invalid Skip to destination before activating the scorecard.
How Skip to affects scoring
Questions and sections that are bypassed by a Skip to rule are excluded from the score calculation.
If End of evaluation is selected, all questions after the current one are excluded from the score.
The overall score reflects only the questions the evaluator actually answered.
How Percentage scoring works
This section explores how Percentage scoring is calculated and provides an example.
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 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% × 30% = 21%
Compliance section = 80% × 70% = 56%
21% + 56% = 77% Total Score
How N/A affects scoring
How N/A answers affect the score depends on the N/A score calculation setting configured when the scorecard was created.
Exclude from total score (default)
When set to Exclude from total score, questions answered N/A are removed from both the points earned and the total possible points. The score is calculated only from the questions the evaluator actually answered.
Example scorecard
Scoring
Points-based
with
N/A on a single question
A scorecard has the following three questions with their possible points and their individual results:
Question 1 (30 possible points): Agent earned 30 pts
Question 2 (30 possible points): Agent earned 0 pts
Question 3 (40 possible points): Agent selected N/A
N/A questions are excluded from the section's score calculation. The section's weight is unaffected as long as at least one question in that section is answered.
A scorecard has the following two sections each with their weight and their questions' assigned points and individual results:
Note: If Q2 had been answered No (0 pts) instead of N/A, Section 1 would score 10 / 20 = 50%, giving a total of 50%.
Percentage-based with N/A on all questions in a section
When every question in a section is marked N/A, the section is excluded entirely and its weight is redistributed proportionally to the remaining sections.
A scorecard has the following three sections each with their weight and their questions' assigned points and individual results:
The evaluation answered: Q3 = Yes, Q4 = Yes, Q5 = Yes, Q6 = No
Section A's 50% weight redistributes to B and C in proportion to their original weights (30:20 ratio):
Section B effective weight: 60%
Section C effective weight: 40%
Section B score: (20 / 20) = 100%
Section C score: (10 / 20) = 50%
Total score: (100% × 60%) + (50% × 40%) = 80%
Include in total score
When set to Include in total score, questions answered N/A count as full marks — the maximum possible points for the question are added to both the points earned and the total possible points. This means N/A does not penalize the agent's score.
Example scorecard
Scoring
Points-based with N/A on a single question
A scorecard has the following three questions with their possible points and their individual results:
Question 1 (30 possible points): Agent earned 30 pts
Question 2 (30 possible points): Agent earned 0 pts
Question 3 (40 possible points): Agent selected N/A
Q3 counts as full marks (40 pts earned, 40 pts possible). Score = (30 + 0 + 40) / (30 + 30 + 40) × 100% = 70%
How multiple versions of scorecards work
Published scorecards can be modified at any time. When a non-cosmetic change is made, a new version of the scorecard is created and the previous version is archived. Cosmetic changes do not create a new version.
When saving a version-creating change, a confirmation dialog appears before the new version is activated. The dialog includes an optional Revision notes field where you can describe what changed and why (for example, "Updated point values to reflect revised compliance criteria"). The following table shows which changes can be made without creating a new version and which changes will create a new version:
Changes
New version?
Question rephrasing or spelling updates
disabled
Section renaming or spelling updates
disabled
Answer rephrasing or spelling updates
disabled
Description rephrasing or spelling updates
disabled
Enabling or disabling question comments
disabled
Enabling or disabling section comments
disabled
Enabling or disabling email notifications
disabled
Adding or removing questions
enabled
Adding or removing answer options
enabled
Updating point values
enabled
Changes to scoring format
enabled
Adding or removing an answer as an auto-fail
enabled
Reordering questions
enabled
Adding or removing sections
enabled
Changing section weights
enabled
How versions affect evaluations and calibrations
In-progress calibration sessions: Calibration sessions continue to use the version of the scorecard that was active when the session was created. They are not affected by new versions published after the session began.
Completed evaluations: Previously completed evaluations are never changed. They retain the version of the scorecard that was used when the evaluation was submitted.
Viewing previous versions
Previous versions of a scorecard appear as rows in the scorecard list, expandable under the scorecard name. The current version has an Active status while all prior versions have an Inactive status.
Previous versions can be viewed but cannot be edited, reverted to, or deleted. Once a version is activated, it cannot be deleted individually. Deleting the scorecard removes all of its versions.
Scorecard version analytics
In analytics and reports, evaluations can be segmented by scorecard version. This lets you compare agent performance across different versions of a scorecard to understand whether a change had the intended effect on outcomes such as evaluation scores or consistency.