The scorecard allows agents to see how they are performing in real time and if they are hitting the organization's Key Performance Indicators.
With the Scorecard you are able to:
- Show the agent their performance for the current day as well as the entire week.
- Establish weekly and daily goals for your agents to strive towards.
- Foster greater accountability by allowing agents real time visibility on their performance.
- Allow the agent to view the Agent Activity report at a quick glance.
- Create a casual and fun competition around performance metrics.
- Quickly and accurately identify areas of concern, as it pertains to each agent's performance.
Adjust your Scorecard settings by going to Admin > Scorecard Settings.
From here you are able to establish your goals for each metric as well as determine which metrics will appear on your agent's Scorecard.