How do I configure scorecard/reporting labels?
Getting there
Go to Settings > Quality Settings > click the Labels tab
From here, you can configure four types of scorecard and reporting labels:
Line item categories
Contact types
Contact channels
Evaluation modes
Line item (question) categories
When adding and editing line items (questions) on a scorecard, you can assign one or more categories to each line item. There are three default options:
Customer Experience
Process Adherence
Risk
You can add your own categories or edit these existing categories to match your requirements.
Categories group line items together so you can identify which parts of an interaction may need attention. For example, when reviewing an agent's or scorecard's performance in reports, you can easily see if process adherence elements need more attention than elements categorised as risk or customer experience.
Anywhere a line item (question) is presented, its associated categories appear as an icon next to the line item wording.
Adding a category
Type in a title and click the Add category button.
Adding an icon and colour
Once added, you can add or edit an icon by clicking the add/edit icon link. This opens a modal where you can select an icon and colour.
Activating and deactivating categories
To deactivate a line item category, click the Active status pill to change it to Inactive.
Inactive categories will not be available on any new scorecards you create after this change, but they remain on previously completed evaluations.
To reactivate, click the Inactive status pill.
Contact types
Contact types classify the kind of interaction being evaluated (for example, Sales Call, Support Ticket, Customer Inquiry). Click the info icon for more details.
Contact channels
Contact channels define the communication method (for example, Phone, Email, Chat, Social Media). Click the info icon for more details.
Evaluation modes
Evaluation modes specify the type of evaluation (for example, Quality Review, Calibration Session). Click the info icon for more details.
Important notes
Deactivated labels are hidden from new scorecards but remain on historical evaluations
Labels used in active scorecards or reports cannot be deleted
Icons and colours are optional and only apply to line item categories
Use consistent naming conventions across labels for clearer reporting