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Release #5.4

ScoreBuddy

Written by Brian Griffin

   

New Features Release

Scorebuddy continues to evolve, we have listened carefully to users and release 5.4 brings features that will add the flexibility to develop new types of Score cards and to help you better analyse and understand the data you are gathering.

We also try to make life easier by ongoing improvements in the user experience.

So many improvements that we had to create an index of them!

Have a look through these new features, one or two of them might be making your life a lot easier!

Enjoy and talk soon,
The Scorebuddy Team

 


 

NEW FEATURES IN SCORECARDS

A new Scorecard type called “Success Rate” has been developed to focus on achievement
Custom Fields or Tags enable you to make reporting ever more insightful
Identifying Root Causes Feature

NEW FEATURES FOR: AGENT INSIGHT CUSTOMERS

Agent View History is now available for Global Admin, Team Admin & Supervisors
Agent Insight Dashboard now displays unlocked scorecard results
Agent Dashboard Time Filter
Agent downloaded attachment in score – added to Agent View History

NEW FEATURES FOR: ANALYTICS CUSTOMERS

Additional column in the "Scoring Patterns report (3.1)" to show the % of feedback sessions
Advanced Supervisors now able to access Advanced Reporting

ADMIN FEATURES
The Admin Portal is now accessible without a separate login
You can now edit multiple staff at once (eg. adding/removing permissions for multiple staff at 1 time)

OTHER NEW FEATURES
Calibration Drafts in The Calibration Menu


 

NEW FEATURES IN SCORECARDS

1. A new Scorecard type called "Success Rate" has been developed

Success Rate Scorecard thumbSome of our customers have started focusing on achievement rather than purely a numeric score.

This success framework complies with the COPC methodology where the focus is on Pass/Fail rates rather than the numeric score and where identifying the root cause of outcomes is critical.

You can still apply weightings so that a weighted numeric score will be recorded (available to the supervisor in the Analytics Report) but the agent will see pass rates …

Click here > for a guide on how to create these scorecards

 


 

2. Custom Fields

CustomFieldsThumb

This Custom Fields feature will enable you to create multiple custom filters that appear as drop downs in the score card header when scoring. These are invaluable when reporting as you can filter using these tags.

Add a Custom Field to apply your own attributes on top of the default set of fields that we provide.

This is available for all card types. These Custom Fields are configurable in the Scorecard Actions drop-down menu.

Click here > for a guide on how to create Custom Fields

 


 

3. Root Cause Analysis Reporting

RootCauseThumbAdd another layer of understanding to your reports by recording the Route-Cause of a result or behaviour in your scorecard.

This feature will work in the same way as comments, for each Scorecard you can add a bank of predetermined reasons for the cause of failure (or success) which are linked to a question or a section and appear at the time of scoring next to the comments.

The Causes are setup by Section or by Question in the Scorecard Settings and are added to the Scorecard in Actions – Causes.

The new feature Cause will also be reported on in Reports and in Analytics.

While scoring select one or more causes from the drop down list.

(NOTE holding down the CTRL key allows you to select multiple causes, a setting in the Scorecard Settings allows you to toggle between single and multiple choice)

Causes can be viewed in the General Reports by clicking on the icon in the right-hand column.

Click here > for a guide on how to use Roost Cause

 


 

NEW FEATURES FOR: AGENT INSIGHT CUSTOMERS

4. Agent View History is now available for Global Admin, Team Admin & Supervisors

Agent View History allows Supervisors, Global Admins, Team Admins to check the agent’s interaction with the score, e.g. have they viewed the score? Have they added a comment? Do they want a 1-2-1?.
You will also be able to see if the agents have downloaded the call, e-mail or chat transcript.

5. Agent Dashboard - Time Filter

To date, the employee dashboard has shown the last 12 scores that they have received from their supervisor. Now your agents can also view their scores by week, month or quarter.

 


 

NEW FEATURES FOR: ANALYTICS CUSTOMERS

6. Additional column in the "Scoring Patterns report (3.1)" to show the % of feedback sessions

We include a % of results which have been reviewed in Report 3.1. So in addition to scoring patterns, you can also track the percentage of result reviewed per evaluator.

7. Advanced Supervisors now able to access Advanced Reporting

Many of our customers that have the Analytics module have asked for Advanced Supervisors to be given access to the Advanced Reports. We listened… we agreed… and we made that happen.

 


 

ADMIN FEATURES

9. Improved access to Support & Billing

The Admin Portal is now accessible without a separate login. We have also improved the overall experience of our support section.

You can raise and respond to support tickets from within the Scorebuddy platform. You can also view billing information and invoices once the access is allowed for the user by the Global Admin.

10. You can now edit multiple staff at one time

We have made moving staff between groups and teams a lot easier. We have developed a multi-staff editor where you can move staff from one team/group to another. You can also add/remove permissions for multiple staff all at once.

Click here > for a guide on how to edit multiple staff

 


 

OTHER NEW FEATURES

11. Calibration Drafts in The Calibration Menu

Until now you weren't able to save a draft in the Calibration screen... now you can!

 


 

That brings this exhaustive list of new features to an end for this quarter. Believe it or not we will have a whole new list of updates in the pipeline for next June. See you then

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