Rating categories are the aspects of the conversations that you want to review. Conversation scores are calculated based on your rating categories.

Your Klaus account comes with 3 default rating categories: Solution, Empathy/Tone, Product Knowledge.  

To add and edit rating categories: 

  • Click on the Settings icon in the bottom left corner.

  • Open the Users and Workspaces tab.

  • Choose a Workspace.

  • Choose the Scorecard tab on top of the page.

  • click Add Category to add a new category.

  • Click on the wheel icon on the right to edit a category.

  • Add a description of the category, this will appear when you hover over the category name when rating a conversation.

  • Use the slider in the Critical column to mark this category as critical. This means that if a conversation receives a negative rating in this specific critical category, the entire conversation is marked as failed.

  • Drag the slider in the Weight column to define the importance of this category compared to others.

  • Choose which Rating Scale this category will be rated on (available on Professional and Advanced plans).

  • Add a tag to the category to pin it to a specific Scorecard (e.g. phone, chat, email). You can create a new Scorecard by typing in a new name.

  • Decide if you want reviewers to be prompted to give more details on why they left negative feedback for a specific category. This helps you identify the root causes of negative feedback.

  • Click update to save the changes you made to the category.

You can also archive categories. Archived categories are not displayed during conversation review, but they still appear in the dashboard with historical data. To delete a category and its history, click on the 3 dots and then select Delete in the drop-down menu.

The next step is choosing your rating scales.

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