📚 Become a Super User with Voyc Village
Setting up a scorecard is a crucial step in ensuring conversations are graded accurately. A scorecard allows you to assess conversations based on your team’s specific criteria, ensuring that evaluations focus on what matters most to your business.
However, before a scorecard can be used, it must go through a validation step. This process checks for errors and warnings, ensuring the scorecard is correctly configured before it is published and activated.
In this article we will explain:
Why resolving these validation errors is important
What validation errors and warnings mean
How to resolve them
By understanding validation, you can ensure your scorecard is configured properly and ready to be used for evaluating your conversations.
Why is Scorecard Validation Important?
Manually troubleshooting a scorecard can be frustrating especially if you're unsure what went wrong. Without validation, you would have to manually inspect every part of your scorecard to find issues.
Instead of leaving you to identify errors with your scorecard on your own, Voyc makes the process easier by detecting and highlighting errors and warnings directly on your scorecard. This saves you time, frustration, and effort while ensuring your scorecard is configured correctly.
How Scorecard Validation works:
To validate your scorecard, follow these steps:
Click the Validate Scorecard button.
If errors are found, a notification in the top-right corner of your screen will display with the following message: "Scorecard validation failed". If warnings are detected, a notification in the same location will read: "Script validated successfully with warnings"
Voyc will highlight issues directly on your scorecard.
💡No need to manually search for mistakes! The system shows you exactly where they are so you can fix them instantly.
Understanding what errors and warnings mean
How to resolve scorecard errors
If your scorecard has more than one start node or end node, this will cause confusion in the flow of the scorecard.
To resolve scorecard errors, follow these steps:
Review your scorecard to see where the system detected multiple start or end nodes.
As shown in the animation below, the end node of the “Call Opening” group is not linked to the start node of the “Recording Disclaimer” group.
Connect these two nodes by clicking on the end node and dragging the connection line to the start node.
📝Take note: For a scorecard to be validated, it should have only a single start node and single end node.
How to resolve cycles/loops in the scorecard
If your scorecard contains cycles or loops, clicking the Validate button will display an exclamation mark along with the error message: A loop exists in the script. Ensure no connections cycle backward.
To resolve cycles/loops in your scorecard follow these steps:
Review your scorecard to identify any connections that loop back to a scorecard group.
Once you find the looping connection, click on it and delete it.
Click Validate again to ensure the error is resolved.
How to resolve scorecard warnings
When a statement in your scorecard does not have assigned keywords. This can affect how conversations are graded.
To resolve scorecard warnings, follow these steps:
Click on the statement, and the edit statement bar will appear with a warning message instructing you to assign keywords to your statement.
Navigate to the keyword section and add relevant keywords.
📝Please note: While it's possible to publish scorecards with warnings, including keywords is essential to accommodate different ways agents might phrase a statement.
Once you have fixed all errors and addressed warnings, follow these steps to finalise your scorecard:
Click the Validate button to confirm there are no critical issues.
Click the Publish button to finalise the scorecard.
Click the Activate button to begin using the scorecard for conversation evaluations.
Frequently Asked Questions
How often should I validate my scorecard?
How often should I validate my scorecard?
You have to validate your scorecard every time you make changes, to ensure there are no errors or missing keywords.
Does validation check for duplicate keywords
Does validation check for duplicate keywords
No, validation checks for errors, such as multiple start or end nodes and missing keywords. It does not automatically detect duplicate keywords.
Voyc detects keyword duplication the moment a keyword is added to a list of keywords. Voyc will signal if it’s not unique by changing the colour of the keyword to amber
