Create a Scorecard Template, add scored items and tags, and define criteria so Volie can generate scorecards from matching calls.
Before you start
To set up Scorecard Templates, you need:
Super Admin access to create or edit templates
Manager, Owner, Supervisor, or Organization Manager can view templates
At least one Agent QI tag for items (required to save)
Definitions
These terms appear when you set up Scorecard Templates:
Term | Meaning |
Scorecard Template | The rubric (items and scoring types) used to score a communication |
Criterion | Rules (communication type, organizations, campaigns, dispositions, users) that generate scorecards for a template |
Agent QI | System tags required on items for reporting and automated scoring |
Steps
Follow these steps to set up Scorecard Templates:
Go to Admin → Scorecards, then select Scorecard Templates in the left drawer.
If you are Super Admin, select Add Template.
Enter Template Name, add items with Order, Item, and Type (Pass / Fail, Scale 1-5, Scale 1-10, Scale 1-15, or Scale A-F), and check Points Scored when the item should count.
Add at least one Agent QI tag (and any Account tags) on each item.
Set status to active when the template should be used, then Save.
Under criteria, select Add Criterion. Set Communication Type (Call), Status (Active or Draft), and the Organization(s), Campaign(s), User(s), Campaign Type(s), and Disposition(s) that should generate scorecards. Select Save.
What success looks like
When Scorecard Template setup is complete, the template is Active, items have types and Agent QI tags, and at least one Active criterion exists. If Save stays disabled, add a name, at least one non-archived item with name/order/type, at least one tag per item, and at least one Agent QI tag. Non–Super Admins see System Template instead of Edit / Archive, and Scorecard template editing requires super admin access. on the edit route.
Limitations
Scorecard Templates have these verified limits:
Create, edit, and archive templates are Super Admin only. Other roles can view templates and criteria.
Live Communication Type for criteria is Call only.
Common questions
Who can create a Scorecard Template?
Only Super Admin can create or edit a Scorecard Template. Other Scorecards roles can open Scorecard Templates to view them.
Why can’t I save a Scorecard Template?
Volie requires a Template Name, a status, at least one non-archived item with Order, Item, and Type, at least one tag on each item, and at least one Agent QI tag before Save is available.
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