The QA Scorecards page empowers users with a Quality Assurance license to create, edit, and delete evaluation forms. There are two primary types of QA scorecards:
Manual QA Scorecards: Ideal for organizations that either choose not to invest in analytics and automation, or prefer to assess agent performance using a human-driven sample of calls. For more information, see Manual Evaluation Forms
Automatic QA Scorecards: Designed for use with technologies that analyze every call using AI and voice analytics, enabling fast, scalable, and consistent performance evaluation. For more information, see Automatic Evaluation Forms
Prerequisites
A Quality Assurance Admin License is required to access the QA Scorecards page.
An Admin user can configure the decimal resolution of the percentage mark attained by the evaluated agent (between 0 and 4 decimal places) under Settings > General > Quality Assurance Settings.