About Sharpen Tables:
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.
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.
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.
To create your Scorecard, click Add Record.
In addition to the name and description, this gives you some basic options about your scorecard.
Status
Choose whether this Scorecard is active (available for use) or disabled.
Weight Visibility
In order to prioritize specific portions of the call/interaction, each question within the Scorecard can have a different weight. This options allows you to toggle whether the individual question weights are displayed on the scorecard (see below).
Score Calculation
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, the Show Keys button is available at the bottom of the table. Click this button to reveal the unique key for this Scorecard. Copy this key for the next step in the process.
Adding Questions to Your Scorecard
Navigate to Admin > Configuration > Sharpen Tables > ScorecardQuestions to add questions to your newly created Scorecard. Just like before, click the data tab , then Add Record to add your question.
Scorecard ID
Paste your Unique Scorecard Key from the previous section here.
Question
The question or statement you want to display on the Scorecard.
Question Weight
Determine the weight here.
This is not a requirement to add a question.
Question Type
Determine how you want the scorer to interact with the question.
range1 —yes/no questions
range5 —Displays a 1-5 scale
range10 —Displays a 1-10 scale
text —A smaller, short-answer text box
text area —A larger, long-answer text box
Status
Determine whether this question actively shows on the Scorecard. This can be helpful if you need to remove a question but don't want to to delete it.
Required
Select whether this is a required or optional question when completing the Scorecard.
N/A Visibility
Allows you to display an additional “N/A" option when answering the question.
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 left.
This is one article in a series covering Admin Configuration topics.