Scorecard Form Assignment

After creating a scorecard form, you must map it to the appropriate teams, skills, or other attributes. To assign it to selected teams or skill categories…

Click on the side tab option "Assignments".

Assignment of forms view will be based on

You can perform any action on the existing assignments by -

✏️ Edit – Modify an existing rule

🗑️ (if available) – Delete a rule

Rule Name - Enter a descriptive name for the rule.

Priority - Select how important this rule is relative to others. (High , Medium , Low)

Interaction Type - Choose the type of interaction this rule is meant to evaluate. ( Call, Chat etc)

Assigned Scorecard - Select the scorecard that should apply when this rule is triggered.

Scorecard LOB (Line of Business) - This is automatically populated based on the selected scorecard.

Agent Skills - Select one or more skills that the agent must have for this rule to be used.

Skill Proficiency - Choose the proficiency level required for this rule:

Team - Select the teams for which this rule should apply. When the team is selected , it will also display the team details, in terms of agents , matching agents, agent details etc

Cancel - Click Cancel to discard the rule and return to the previous page.

Create Rule - Click Create Rule to save the configuration.

Once saved, the new rule will appear in the Assignment Rules list.

Select team to which the scorecard form is to be assigned to.

Once the scoreform is assigned to a team , and needs to to verify agent/team as to which scorecard form is assigned, click on "Filter". Search the agent and the interaction type. The details will be displayed.