Objective

Create a draft scorecard that defines how a type of service conversation will be evaluated.

Before you begin

You need Quality: Manage. Decide which service category and behaviors the scorecard should cover. A new scorecard is a draft until it is published; creating it does not start evaluations.

Resolution

  1. Open scorecards. Go to QA Settings · Scorecards.
  2. Choose a starting point. Select Create from ZenOps starter for an editable draft with weighted groups, a critical gate, and insights already balanced to 100%. Select New scorecard or Start blank to build the structure yourself.
  3. Name the scorecard. Enter a name that tells reviewers what work it applies to. Add an optional description, then select Create scorecard.
  4. Build the draft. Open the new scorecard. Add groups and criteria, or copy criteria from the Criteria library. Define each criterion's standard and evidence so reviewers can distinguish a pass, a fail, and when the check does not apply.
    The published scorecard view shows its weighted total, critical gate, assigned categories, readiness, and configured criterion groups.
  5. Check readiness. Review the editor's validation summary. A publishable scorecard needs at least one enabled weighted group and weighted groups totaling 100%. Resolve any blocking issues shown before publishing.
  6. Publish when ready. Use Publish in the scorecard editor to freeze a version and select the categories that should use it. See How To Assign And Publish A Category Scorecard for the full procedure.

For the scoring structure, continue with How To Add And Weight Criteria.