Acknowledge Scorecards

As an agent, your part of the quality management process is to review your interactions after your supervisor or other manager scores them. To show that you have completed this task, you acknowledge the associated scorecards.

To acknowledge a scorecard:

1. In the My Quality Results view, search for scorecards by setting Filter by criteria and clicking Search.

2. Review your scorecard by doing one of the following:

• Select a scorecard in the search results, set Preview to ON then review the scorecard in the Scorecard Preview.

• Double-click a scorecard or click the blue scorecard ID link in the search results, then review the scorecard

• Select a row and click the View button, then review the scorecard in the Call Scorecard, Chat Scorecard, or Email Scorecard.

3. When you finish your review, click Acknowledge Scorecard.

Note: The Acknowledge Scorecard button does not appear if no acknowledgement is required. If you have already acknowledged this scorecard, you can click View Acknowledgement to review any comments you made when acknowledging this scorecard.

4. In the Scorecard Acknowledgement dialog box, you can optionally enter any comments relevant to this scorecard.

5. Click Acknowledge.