Organize sections and questions in a scorecard with categories for a more thorough and holistic evaluation.
This article supports Super User and Supervisor roles only.
By setting categories beforehand, you can avoid duplication of category names when different individuals create scorecards — sometimes words used may differ but essentially point to the same category.
When a user is building a scorecard, they will only be able to select a category from the dropdown menu. Therefore, you could have multiple questions in a section but each question is assessed under a different category, as illustrated in the below example:
| Section | Question | Category |
| Case Handling | Did the agent ask the customer for the product ID, starting with HP-23XXX | Case logging |
| Did the agent educate the customer with information to avoid a callback? | Solution delivery |
How to set up categories:
Category setup is housed in ‘Evaluation settings’ which can be accessed by clicking the icon profile. Select from the drop-down menu accordingly.
Select ‘Categories’ from the list of options on the left. The list of previously set categories will be displayed.
Select ‘+Add’ to begin adding a category.
- Input the category name into the field and save it with the ✔ icon.
- To remove an existing category, click the bin
icon.
- Rename a category by using the edit
icon.
‘Confirm’ your choices and it’s done!
📌 There are no suggested category names as it depends on each unit’s requirement. We recommend that the team overseeing scorecard building is aligned on the names before setting them up.
The next time anyone in the functional unit builds a scorecard, you can be assured no categories will overlap and cause discrepancies in the overall grading. For an overall view of ‘Evaluation settings’, you may want to read the articles on audio and sub-unit settings as well.