A supervisor scores a call against a scorecard. Criteria marked N/A are removed from the total
rather than scored zero, so an agent is never punished for something that did not apply. A criterion
marked critical fails the whole evaluation on its own. Once finalised an evaluation cannot be
re-scored.
Scorecards
Add a criterion
Can be marked N/A
Critical (failing it fails the call)
Start an evaluation
Scoring
Start an evaluation, or open one from the list below.