Where to go: To the call you want to score
Who can do this: Score permission in permission profile
Scorecards are useful for giving structured coaching, and for tracking improvements over time.
Rate calls using a scorecard. The score helps you distinguish between successful calls and calls needing improvement. In addition, questions focusing on different aspects of the call let you provide clear, detailed feedback.
Each scorecard includes a few questions. After listening to the call, score the questions as accurately as possible. You can come back and edit your scores anytime.
Results are tracked per scorecard and the score given to the summary question is displayed in the Score pane. (If you decide to take a scorecard and score yourself - your own marks are not included in the overall score!)
Scoring a call is counted as feedback given, unless you're the call owner scoring your own call.
To score a call:
Before you begin: Your admin needs to set up scorecards for your org.
-
In the call page, click
Scoring. -
Select the person you want to score in the SPEAKER TO SCORE list.
-
If there are multiple scorecards, select the one you want to fill out.
-
Answer the questions as accurately as possible.
-
If you want to add a note to any question, click Add a note and...add a note.
-
In the Who can see this? section, set the scorecard visibility:
-
Anyone... - anyone at your company can view the scorecard
-
Specific people - only the people you choose can see the scorecard, but the score is included in statistics)
-
Only me (draft) - the score is not published and not included in statistics
-
-
Click Post to publish the score.
If you set the scorecard visibility to Anyone, the call host is informed. If you set the visibility to Specific people, they are informed. The score is listed on the scoring pane.
-
To edit the score: click
to display the scorecard. -
To delete the scorecard: click
and then Delete Scorecard to confirm.