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

Table of Contents

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:
  7. Under Scorecard result will include, configure the following:
  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.
  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.
  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

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:

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:

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: