Set up a Scorecard

Add your rating categories to the Scorecards

Martin avatar
Written by Martin
Updated over a week ago

Role: Admin, Account Manager

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

How do I add and edit the rating categories?

To add and edit rating categories: 

  • Click on the Settings icon in the bottom left corner

  • Open the Users & Workspaces tab

  • Choose a Workspace

  • Choose the Scorecard tab on top of the page

  • click Create category to add a new 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 - legacy 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.

Click on the ⚙️ icon to decide if you want to use Conditional or Static Scorecards.

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.

For users on the legacy Starter Plan:

If you are on the Starter Plan, you can choose a Rating Scale for the whole account in Settings > Account Settings > Scorecard.

You can choose between the scales shown below:

You can also choose if you want to see these displayed as emojis or numbers and if you want reviewers to be able to skip categories or not.

This selection will be applied to Scorecards across all Workspaces.

For users on the legacy Professional and Advanced Plans, Growth, AI suite and Enterprise:

You are able to choose a Rating Scale per Category. This will allow you to mix and match the scales in Scorecards and Workspaces. You can do this by selecting a Rating Scale each time you create or edit a Rating Category as shown:

You will also still have access to the Scorecard page in the general Settings where you will be able to choose if you want to see emojis or numbers and if you want reviewers to be able to skip categories:

Click here to see the benefits of each rating scale.

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