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[ACD] Create/Edit a Scorecard

[ACD] Create/Edit a Scorecard

Owned by Kathleen Glica
Last updated: Jun 12, 2025 by Samantha Ahmed

The content in this article is appropriate for: Administrators and Supervisors

Scorecards are assigned to every audit queue and serve as the guideline for the internal auditor.

  1. Assign a Scorecard

  2. Default Scorecard

  3. Create a New Scorecard

  4. Edit a Scorecard

 

 
1. Assign a Scorecard

For every Audit Queue that is created, a Scorecard must be associated with it. From within the Audit Queues section of Quality Assurance*, the Work Queue Details tab is where the desired scorecard gets assigned.
*For more information on configuring an Audit Queue, click here.

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  • If the Questionnaire (scorecard) Override is left as-is, the default program questionnaire (scorecard) will be used.

  • To change the assignment, click the dropdown and select from a list of existing custom scorecards

    • New Scorecard creation is covered in section 3 of this article.

2. Default Scorecard

SingleComm's Default Program Scorecard contains 17 questions and can be used on its own for call auditing or edited to suit your needs.

The questions contained in the default scorecard are as follows:

  1. Did the rep follow the offer flow?

  2. Who controlled the call? Customer or Rep

  3. Did the rep use the scripted wrap up?

  4. Did the rep present the upsell accurately?

  5. Did the rep offer the upsell product?

  6. Did the customer understand the trial period?

  7. Did the customer agree to the continuity offer? (where applicable)

  8. Did the rep present the terms and conditions accurately?

  9. Did the rep verify the customer information?

  10. Did the rep use the appropriate greeting?

  11. Did the rep use rebuttals to overcome customer objections?

  12. Did the rep answer questions accurately? (Did not mislead or misinform the customer)

  13. Was the rep confident in presenting the offer?

  14. Was the rep confident when presenting the benefits?

  15. Did the rep present the benefits?

  16. Did the rep use the answers to probing questions to build value?

  17. Did the rep use probing questions to identify the need?

All questions are Pass/Fail.

 

3. Create a New Scorecard

In the left-hand navigation bar, click Manage Scorecards (under Quality Assurance)

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*Only Supervisors with the QA/QA Managers group role have access to Scorecards. For an overview on the Quality Assurance feature and the Supervisor role, click here.

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From the Questionnaires (scorecards) list, you can see:

  • Scorecard #

  • Program/Client associated with the scorecard

  • Scorecard Name

    • The default name is New Scorecard

  • Number of Questions

  • Created On date

To create a new questionnaire, click New Scorecard

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Scorecard Settings

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  • Name: title of your scorecard

  • Affiliate: Leave as N/A or click the dropdown and assign as needed
    Affiliates are an advanced option used to control who has access to certain programs and features.

  • Include AGENT and SUPERVISOR Comments: Yes/No

    • Located the the bottom of the audit, these are spaces for the reviewer to leave comments of any length to either the Agent, Supervisor or both

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  • Include QUESTION and COACHING Comments: Yes/No

    • This field can only be seen by a supervisor if they review the audit. Because these comments are not shown to the agent in Performance Feedback, and are not exposed in SC Analytics for reporting, it is recommended that all commenting is done in the above 2 fields only.

  • Suspended: Yes/No

    • Click Yes to deactivate the questionnaire and remove it from the Questionnaire Override dropdown

Scorecard Questions

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The Scorecard Questions tab will contain all 17 questions from the default program scorecard. From here you can do the following:

  • Set the Min Pass Level: click the dropdown to assign the acceptable status for a passing audit

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✏️ For example:
If all questions are weighted the same* and left at their default setting of Min Pass Level: Pass, then all of the questions are required to earn a score of PASS for the audit to be successful.
If a question is set to Min Pass Level: Fail, then that question will not be required for a successful audit. In other words, the agent can receive a FAIL on that question and still have a successful audit.
*See below for an example using different weights.

When all questions are weighted the same, all questions that PASS receive a score of 100, and all questions that FAIL receive a score of 0. If an agent fails a question with a minimum pass level of PASS, the agent fails the entire audit. 
If the agent fails a question with a minimum pass level of FAIL, then the zero point question score will be averaged into the passing question scores for a final score that is less than 100.
*Any score above 0 is considered passing. 

  • Associate a Compliance Event with the question: click the dropdown to choose from available compliance events

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    *For more information on creating and using compliance events in your audits, click here.

    • The assigned compliance event will be triggered if agent receives a score of FAIL on the question

  • Enter a Compliance Event Comment that will display to the agent in their Performance Feedback

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  • Assign a Weight to the question 

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    • Default Weight is 50.00, but this can be set to any numerical value, although if weights are used, it is ideal that they have values of 1-100.

✏️ For example:
If a questionnaire has 6 questions and they are weighted 50/10/10/10/10/10, and all questions are set as Min Pass Level: Pass, the agent will only receive a score of 100 or 0. If questions are set as Min Pass Level: Fail, their final score will be calculated using each questions weight.
If the agent receives a PASS for 50/10/10/10/10 and a Fail for one 10 weight question, then their final Review score will equal 90.

  • Take any of the following Actions on a question:

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    • Delete

    • Move a question Down in the list (not available for the question currently at the bottom)

    • Move a question Up in the list (not available for the question currently at the top)

    • Add a new question

4. Edit a Scorecard

From the Manage Scorecards page:

  • Browse or Search by typing the program/scorecard name and click its ID number to access it.

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  • On the Scorecard Settings tab, you can modify:

    • Name 

    • Comment options

    • Suspended Y/N

  • On the Scorecard Questions tab, you can modify:

    • Min Pass Level

    • Compliance Events and comments

    • Weight

    • Question placement 

🤔 Want to change the wording of an existing question?
Question wording is the one thing that can not be edited. A new question must be created by clicking Add, then replicating the settings on the new question.

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⚠️ Make sure the old question is deleted. There is currently no way to deactivate a question.

 *The data from completed internal audits is available in SC Analytics. For more details , click here.