Purpose
This procedure outlines how to complete an agent's monthly Client Relations scorecard by creating the monthly file from the template and entering QA evaluation data from Zoom, attendance data from ADP, and case volume data from FreshDesk/CRM.
On this page
1
Select the Scorecard Template
- In Reporting, open the Scorecards folder.
- Open the Monthly Team Scorecards folder.
- Open the Client Relations – QA folder.
- Open the folder for the agent you are scoring.
- Open the agent's Excel scorecard template.
- Go to the File tab.
2
Prepare the Monthly File
- Select Save a Copy to create the scorecard for the current month.
- Click Browse.
- Rename the file to include the current month, then click Save.
- In cell B6, enter the current month.
3
Retrieve QA Evaluation Data from Zoom
- In Zoom, navigate to Quality Management.
- Select Analytics and Reports.
- Click Evaluation Results by Agent.
- Search for and select the agent in Evaluation Results.
- Click the agent's evaluation score to view the details.
- Note the evaluation date and enter it into cell B11 on the scorecard.
- Enter the evaluation score into cell C11.
- Select the Interaction ID to view the performance details.
- On the Performance tab, click View Detail.
4
Retrieve Attendance Data from ADP
- Open a new browser tab and navigate to the Paychex sign-in page.
- Locate the relevant attendance entry for the agent and month.
- Enter the attendance date into the scorecard.
- Enter the attendance points and any applicable comments.
5
Retrieve Case Volume from FreshDesk/CRM
- Open FreshDesk/CRM from your bookmarks and sign in.
- Click Analytics in the sidebar.
- From the Dashboards menu, select Reporting.
- Locate the Cases Created per Agent per Month report.
- Export the report as a formatted Excel file.
- Open your recent download history and locate the exported file.
6
Complete the Scorecard
- Open the exported Excel file and click Enable Editing.
- Select the Cases Created per Agent per Month worksheet.
- Locate the row for the agent.
- Find the case count for the applicable month.
- Enter the case count into the scorecard.
- Update the monthly case goal in cell B25 to reflect the current target.
ⓘNote: Cell references (B6, B11, C11, B25, M11) are based on the current scorecard template layout. If the template is restructured, confirm that these cell references are still accurate before completing the scorecard.
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