Sharpen Tables - Scorecards
- Josh Daugherty (Deactivated)
- Nelson Wong
- Brendon Newell
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.
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. 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.
The first step is to create the overall “shell” of your scorecard. Navigate to Admin > Configuration > Sharpen Tables > Scorecards.
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
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)
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 new shell/template in the “Scorecards” table, use the Show/Hide Keys button at the bottom of the table.
Click this button to reveal the unique key for 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
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 right.
This is one article in a series covering Admin Configuration topics.