Scorecards
Overview
Sharpen Tables is a cloud-native database accessible from anywhere with an internet connection. It allows you to work with existing data tables or create your own to support your organization's workflows.
As part of Sharpen's quality management functionality, Sharpen Tables is used to build and manage Standard Scorecards—internal evaluation forms that supervisors and QA staff use to assess and provide feedback on specific interactions. Scorecards are assigned per queue, and once an interaction is scored, the results are available in Sharpen Insights for reporting and dashboards.
Looking for AI Scorecards? If your organization has the Usable AI bundle, AI-powered scorecards that automatically score every interaction are configured separately in Admin → Configuration → Scorecards. See the AI Scorecards article for details.
Before You Begin
Scorecards in Sharpen Tables are built in two steps: first you create the scorecard shell, and then you add questions to it. Each step takes place in a different table within Sharpen Tables.
If you do not see a Scorecards table entry within Sharpen Tables, it may not yet be configured for your environment. Contact Sharpen Care to have the table set up before proceeding.
Step 1: Create the Scorecard Shell
Navigate to Admin → Configuration → Sharpen Tables → Scorecards and click Add Record to create a new scorecard. The following fields are available:
Name
Enter a descriptive name for the scorecard.
Description
Provide a brief description of the scorecard's purpose.
Status
Select whether this scorecard is Active (available for use) or Disabled.
Weight Visibility
Each question within the scorecard can carry a different weight to prioritize specific parts of the interaction. This setting controls whether individual question weights are visible to the person completing the scorecard.
Score Calculation
Determines when the running score is displayed during scoring. When set to display dynamically, the total points and percentage update as questions are answered. Setting it to display only at submission hides the score until the scorecard is submitted, useful for removing potential bias during the scoring process.
Copy the Scorecard Key
After saving your new scorecard, click the Show/Hide Keys button at the bottom of the table to reveal the unique key assigned to it. Copy this key — you will need it in the next step to link your questions to this scorecard.
Step 2: Add Questions to the Scorecard
Navigate to Admin → Configuration → Sharpen Tables → ScorecardQuestions and click Add Record to add a question. Repeat this process for each question you want to include.
Scorecard ID
Paste the unique key copied from Step 1. This links the question to the correct scorecard.
Question
Enter the question or statement you want displayed on the scorecard.
Question Weight
Assign a weight to this question relative to others on the scorecard. This field is optional.
Question Type
Select how the scorer should respond to this question. Available options are in the table below:
Type | Description |
|---|---|
| Yes / No response |
| 1–5 scale |
| 1–10 scale |
| Short-answer text box |
| Long-answer text box |
Status
Set whether this question is Active or Disabled. Disabling a question removes it from the scorecard without deleting it — useful when temporarily removing a question while preserving it for future use.
Required
Select whether this question must be answered before the scorecard can be submitted.
N/A Visibility
When enabled, displays an additional N/A option for this question, allowing the scorer to indicate that the question is not applicable to the interaction being reviewed.
Assigning the Scorecard to a Queue
Once your scorecard is complete, assign it to the appropriate queue by navigating to Admin → Configuration → Sharpen Q, selecting the desired queue, and choosing the scorecard from the Scorecards section of the queue settings.
To score an interaction, open the Contact Card for an interaction in that queue within Insights and click Score Interaction in the top right corner.
Related Articles
This is one article in a series covering Admin Configuration topics.