Agent Scorecard and Team Overview

The Agent Scorecard helps support agents and managers understand performance based on Case QA evaluations.

  • It gives agents a clear view of overall performance score, parameter-level insights, next actions, and a detailed performance breakdown to the agents.

  • Support managers get an overview of team performance (teams are defined by CRM configuration) to monitor quality and coach agents under their CRM team setup.

The Case Details tab is open by default when an agent is working on a case. Until the case is closed, the tab displays "No QA Data Available." After a case is closed, quality metrics appear in the tab; the support agent can view them by clicking Case Details.

Fig. A sample of Case Details inside Salesforce.

View Details

After clicking View Details on the Score Card, the agent can view all scoring parameters. The parameters are organized into these sections:

  • Parameter overview: a summary of the case scores in all the parameters configured for evaluation. For more information on all the parameters and their meanings, refer to Case Quality Score.

  • Strengths: cases with scores in the 71–100 range.

  • Areas of improvement: cases with scores in the 41–70 range.

  • Needs attention: cases with scores in the 0–40 range.

  • Case Details contains the list of recent cases the agent has worked on. To learn how to read the columns in this section, refer to Case Details.