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Scorecards & Coaching

Structured feedback forms for agent coaching

#Scorecards & Coaching

#What are Scorecards?

Scorecards are structured feedback forms you send to agents about specific calls. Unlike AI-generated check results, scorecards involve direct human feedback and can include agent self-reflection.

Use scorecards to:

  • Provide formal coaching feedback
  • Gather agent self-assessment
  • Document coaching conversations
  • Track coaching completion

#Scorecard Workflow

Create Template → Send to Agent → Agent Completes → Manager Reviews

#Status Flow

Status Meaning
PENDING Sent to agent, awaiting completion
COMPLETED Agent submitted responses
REVIEWED Manager reviewed the responses

#Scorecard Templates

Templates define the questions asked on scorecards. Create templates once, use them many times.

#Creating a Template

  1. Navigate to your campaign
  2. Go to Settings → Scorecards (or Checks → Scorecard Templates)
  3. Click Create Template
  4. Fill in the template details:
Field Description
Name Template name (e.g., "Weekly Coaching Review")
Description What this template is for
  1. Add questions (see below)
  2. Click Save Template

[SCREENSHOT: Scorecard template builder with questions]

#Question Types

Type Description Example
Text Free-form written response "What challenges did you face on this call?"
Rating 1-5 5-point scale "How confident were you in your handling?"
Rating 1-10 10-point scale "Rate your overall performance"

#Adding Questions

For each question:

  1. Click Add Question
  2. Enter the question text
  3. Select the question type
  4. Toggle Required if needed
  5. Drag to reorder if desired

#Example Template

Template Name: "Call Review - Self Assessment"

# Question Type Required
1 How would you rate your overall handling of this call? Rating 1-10 Yes
2 What did you do well on this call? Text Yes
3 What could you have done differently? Text Yes
4 Did you encounter any challenges? If so, what were they? Text No
5 How confident did you feel during this call? Rating 1-5 Yes

#Sending a Scorecard

#From a Call

  1. Open the call detail page
  2. Click Send Scorecard (in the actions area)
  3. Select the template to use
  4. Confirm the agent (auto-filled if call is linked)
  5. Optionally set a due date
  6. Click Send

[SCREENSHOT: Send scorecard dialog with template selection]

#From Agent Profile

  1. Open the agent's profile
  2. Go to the Scorecards tab
  3. Click Send Scorecard
  4. Select a call to associate (optional)
  5. Select the template
  6. Set due date (optional)
  7. Click Send

#What Happens

  1. Scorecard is created with PENDING status
  2. If the agent has platform access, they see it in their dashboard
  3. If not, you can print or share manually
  4. Questions are "frozen" — changes to the template don't affect sent scorecards

#Agent Experience

#With Platform Access

Agents with platform access can complete scorecards online:

  1. Agent logs into TotalView AI
  2. Dashboard shows pending scorecards
  3. Agent clicks to open the scorecard
  4. They see:
    • The linked call (can play audio, view transcript)
    • The questions to answer
  5. Agent fills in responses
  6. Agent clicks Submit
  7. Status changes to COMPLETED

[SCREENSHOT: Agent view of scorecard with call context]

#Without Platform Access

If the agent doesn't have platform access:

  • Print the scorecard for a face-to-face session
  • Enter responses on their behalf after discussion
  • Or invite them to the platform

#Reviewing Completed Scorecards

#Finding Completed Scorecards

  1. Go to Campaign → Settings → Scorecards or the agent's profile
  2. Filter by Status: Completed
  3. Click to open

#The Review Page

When reviewing a completed scorecard:

Section Content
Call Context Link to the call (if associated)
Questions & Responses Each question with the agent's answer
Ratings Summary Average of numerical ratings
Review Actions Add notes, mark as reviewed

#Marking as Reviewed

  1. Read through the agent's responses
  2. Add review notes (optional)
  3. Click Mark as Reviewed
  4. Status changes to REVIEWED

#Managing Templates

#Editing a Template

  1. Go to Settings → Scorecards
  2. Find the template
  3. Click Edit
  4. Make changes
  5. Save

Note: Changes don't affect already-sent scorecards. Existing scorecards keep the original questions.

#Deactivating a Template

If you no longer need a template:

  1. Edit the template
  2. Toggle Active off
  3. Save

Inactive templates can't be used for new scorecards but remain for reference.

#Deleting a Template

  1. Ensure no pending scorecards use this template
  2. Click Delete
  3. Confirm

Warning: Deletion is permanent. Consider deactivating instead.

#Coaching Notes vs. Scorecards

Feature Coaching Notes Scorecards
Format Free-form text Structured questions
Agent involvement No Yes (responses)
Linked to call Optional Optional
Visible to agent No Yes (with platform access)
Tracking Note history Status workflow

Use coaching notes when:

  • Quick observation to document
  • Internal-only information
  • No agent input needed

Use scorecards when:

  • Formal coaching session
  • Agent self-reflection desired
  • Structured feedback needed
  • Tracking completion is important

#Due Dates

You can set due dates when sending scorecards:

#Setting a Due Date

  1. When sending a scorecard, find Due Date
  2. Select a date
  3. Send the scorecard

#Overdue Tracking

Scorecards past their due date appear with warnings:

  • In the agent's dashboard
  • In the campaign's scorecard list
  • Enables follow-up on incomplete scorecards

#No Due Date

If you don't set a due date, the scorecard stays pending indefinitely until completed.

#Scorecard Reports

View scorecard activity in aggregate:

#Campaign View

Campaign → Settings → Scorecards shows:

  • Total scorecards sent
  • Pending vs. completed
  • Average completion time
  • Templates used

#Agent View

Agent Profile → Scorecards shows:

  • All scorecards for this agent
  • Status history
  • Response patterns

#Best Practices

#Template Design

  • Keep scorecards focused (5-10 questions max)
  • Mix rating and text questions
  • Start with broader questions, then specific
  • Include at least one self-reflection question

#When to Send

Situation Recommendation
Low-scoring call Scorecard + coaching session
Flagged call Consider scorecard for self-reflection
Regular check-in Weekly or bi-weekly scorecards
New agent More frequent scorecards initially

#Follow-Through

  • Review completed scorecards promptly
  • Discuss responses with the agent
  • Document key takeaways in coaching notes
  • Track improvement over time

#FAQ

#Can I edit a scorecard after sending?

No. Once sent, the scorecard questions are frozen. You can cancel a pending scorecard and send a new one if needed.

#Can agents edit their responses after submitting?

No. Once submitted, responses are final. This preserves the integrity of the coaching record.

#Are scorecard responses visible to other agents?

No. Each agent only sees their own scorecards.

#Can I send the same scorecard to multiple agents?

Not simultaneously. Send scorecards individually — each scorecard is tied to one agent and optionally one call.

#What happens to scorecards if I delete an agent?

Scorecard assignments are deleted. If you need the history, export or document it first.

#Can I require scorecards for certain calls?

Not automatically. Scorecards are sent manually. Consider using the Review Queue to identify calls that should receive scorecards.

#Do scorecard responses affect the call score?

No. Scorecard responses are separate from AI-generated check results and scores. They're for coaching purposes only.