About Sharpen Tables
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Sharpen Tables is a cloud-native database, meaning it is accessible anywhere you have an internet connection. You can manipulate the data in the existing Tables or create your own. Adding additional apps through the Sharpen Store will also modify the tables available to you.
Please reach out to your Client Success Manager if you are unfamiliar with Sharpen Tables and have specific changes you’d like to make.
Scorecards in Sharpen Tables
As part of quality management functionality, Sharpen includes interaction scoring capabilities. Supervisors can create their own scorecards, including defining the questions, the weight of each question and the score parameters. Scorecards are assigned per queue. Supervisors with appropriate permissions can view and assign scorecards, and score recorded interactions for the agents on the queues for which they have permissions. Once an interaction is scored, the data is available in Sharpen Insights, and dashboards and reporting can be configured to display any available data.
Creating a Scorecard
To walk through the mechanics of manipulating data within Sharpen Tables, we are going to set up a Scorecard. Scorecards are internal forms focused on improving feedback and coaching on specific interactions.
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The first step is to create the overall “shell” of your scorecard. Navigate to Admin > Configuration > Sharpen Tables > Scorecards . Then, click the data tab at the top of the table.
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If scorecards is not listed as an available table, please navigate to Sharpen Store > Apps and install Sharpen Score Cards. |
To create your Scorecard, click Add Record.
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NOTE: If you don’t see a “Scorecards” table entry within the Sharpen Tables application, there is a strong likelihood that it hasn’t yet been configured for your Sharpen environment. Please contact Sharpen Care to setup this table. |
If you do happen to have the “Scorecards” table already, navigate into that container and click on the “Add Record” button to generate a new scorecard shell/template
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When the creation menu pops up in the UI, you can populate some basic configuration/identifying fields like the following (name, description, active/disabled status, etc)
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Status
Choose whether this Scorecard is active (available for use) or disabled.
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When dynamically calculating the score—the total points and percentage will display at the bottom of the scorecard. However, the option to display the score only at the end will hide the score until the answers are submitted. This can help remove bias for the person scoring the interaction.
After creating your Scorecard, new shell/template in the “Scorecards” table, use the Show/Hide Keys button is available at the bottom of the table.
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Click this button to reveal the unique key for this your new Scorecard. Copy this key for the next step in the process., as we’ll be using it to add new questions to the specific shell/template you just created!
Adding Questions to Your Scorecard
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You can now select your Scorecard in the Sharpen Q Settings. (Configuration > Sharpen Q > Edit Queue). After assigning the Scorecard, view a Contact Card of an interaction in that queue, then click Score Interaction in the top leftright. |
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This is one article in a series covering Admin Configuration topics. |
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