Getting Started with Scorecard Templates | Voyc Customer Education Hub

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Voyc provides a range of industry-specific Scorecard templates to assist you in quickly configuring your workspace. You can choose from various templates across industries such as Car Leasing, Health Insurance, or Life Insurance. This can be achieved by simply selecting a template that fits your context and adjusting it where needed to mirror your team’s scorecard. This article will guide you through the process.

Finding and Customising Scorecard Templates

We've streamlined the process for accessing our extensive template library to make it as convenient as possible for you. You can find our scorecard template library in two locations: during the four step of channel creation process or within the Manage Channel section on the navigation menu. Here’s how:

Option 1: Accessing Templates within the Channel Creation Process

This image illustrates the four steps of channel creation.

On step 3 of configuring your channel, you'll now be prompted to add a scorecard(s).
Three options will be presented: create a new scorecard, select a scorecard template, or copy scorecard from a channel. Choose the select scorecard template option.
You'll now see a pop-up with a range of industry-specific scorecards such as short term to life insurance. Go through the list and start selecting the templates that suit your context.
Once you're happy with your selection click Save and Continue. Voyc will start generating the selected template.

The GIF illustrates the various scorecard templates for different industries on Voyc

Option 2: Accessing Templates within channel settings

If you’ve already created a channel and are now ready to utilise the templates, follow these steps:

Navigate to Manage Channel and select Scorecard.
At the top right-hand corner click Add Scorecard.
Three options will be presented: create a new scorecard, select a scorecard template, or copy scorecard from a channel. Choose the select scorecard template option.
You'll now see a pop-up with a range of “industry-specific” scorecards such as short-term insurance to Life insurance. Go through the list and start selecting the template that suits your context.

This GIF illustrates selecting a scorecard template within channel settings.

Once you're happy with your selection click Save and Continue. Voyc will start generating your scorecard. The selected template will be saved under the Drafts section ready for you to customise it if needed. You can repeat the process when you want to activate a new scorecard template in in a channel.

📖Learn More: Only one scorecard template can be active in a channel. For more information on how to create scorecards refer to this article.

Activating a scorecard template

Once you've personalised your scorecard templates and ensured that all its contents align with your team's grading criteria, you can activate it. This process involves three steps, which are:

Validate: This involves checking if your scorecard has all the necessary information for Voyc to assess conversations. To validate click the first button and a toaster message will pop up to confirm validation success or failure.
Publish: Involves making the scorecard ready for activation and preventing further edits. To publish, click the second button below the validate button.
Activate: This is to initiate the process of assessing calls against the scorecard.

This GIF illustrates the process of validating, publishing, and activating a scocrecard template.

Now that your scorecard is active, calls will be assessed against it and you can begin the QA process. To learn how to QA or grade calls on Voyc, read this article.

Frequently Asked Questions

Can a channel have more than one scorecard template that is active?

No, you cannot have more than one scorecard active in a channel.

Can I delete a scorecard if my team no longer uses it?

Yes, you can if you are the channel owner or have permissions of an Admin. Click on Manage Channel then select Scorecard. Open the scorecard that you want to delete, proceed to select edit by clicking on the pencil icon then click the Delete button.

Are there any limited number of times I can make changes to the scorecard?

No, there is no limit to the number of times you can edit. When you want to edit your scorecard, copy it to drafts by selecting the copy icon next to your scorecard. You will then proceed to update the version of the scorecard.