Scoring Tiers
Using Scoring Tiers Page
Review results may be presented using customized scoring tiers in various ways, such as an exact number with several decimal places, grades, or colors. Only percentage-based scoring can be used for Scoring Tiers.
To add or edit your scoring tiers navigate to the Scoring Tiers menu item in the left navigation tree. You must have assigned the permission SCORING_TIERS_MANAGE (assigned to CC_MANAGER). Please see the Quality Management Roles page for more details on user permissions.
Why should I use Scoring Tiers?
Trainers Tips
Scoring Tiers
Have you considered hiding the results of the questionnaire from your agents?
How about showing a color or phrase instead of the actual score?
For companies that want to take the focus off of actual numerical scores, Scoring Tiers may be an effective way to do this. Scoring Tiers use predefined tiers and language in questionnaires. In most cases, the language and tiers are customized to match yearly or quarterly reviews. With this method, instead of exact scores or no scores at all, a range of answers would display a phrase with an associated color.
Note – Scoring Tiers are supported in combination with a percentage-based Scoring System.
Why might this be better?
As an example, let us take an agent who failed their assessment by 2%. It matters to the business that the agent failed, and training and/or education might be required, even if she is only off by a small or significant percentage. The agent, on the other hand, might think, "It's only 2%. What does it matter?" While this response may not apply to all agents, in cases where it does, some organizations may want to shift the focus away from the numbers and instead focus on the intent of the evaluation itself. For this example, a scoring tier might be developed that simply states "Meets Expectations" or "Does Not Meet Expectations." The agent would then only see these statements and not the assessment that contributed to achieving this outcome. Perhaps a text label is not appropriate and you would rather display a color palette that shows the agent if they have met the goals set for them. For example, purple could represent a neutral or acceptable score, orange could represent needs improvement, and finally black could represent unacceptable scores. The rating levels can be customized to show either the color or the phrase or both. The rating levels can also be tailored to the questionnaire, with as many or as few levels as required.
The scoring system can be set individually in each scorecard. Detailed instructions are available on the page Setting Questionnaire Properties.
Viewing Scoring Tiers
If you have the Scoring Tiers View permission, you may only view the scoring tiers.
The following scoring tiers are built-in and prepared for your use:
Exact Scores: Exact score number including decimal places, shown in percentage. No viewing details are available.
No Scores: No score information. No viewing details are available.
Color Scores: Instead of percentage, a defined color, and an optional label will be shown.
Modifying Scoring Tiers
If you have the Scoring Tiers Manage permission, you can also add or modify the scoring tiers. There are several built-in scoring tiers; of these, only the Color Scores scoring tier can be modified. Exact Scores and No Scores scoring tiers can NOT be modified.
Delete a Tier
To delete any unwanted scoring tier, select the row, click the Delete button, and confirm your action.
The following can not be deleted:
The default scoring tier can not be deleted.
Any Scoring tiers that are in use.
Add or Edit an Existing Tier
The process for creating a new scoring tier or editing an existing one is very similar. To create a new scoring tier:
Click the Add new button (1). To edit a scoring tier, select the respective row, click to expand the three-dots menu, and then click Edit (2).
The Details Pane will open.
You can adjust the scoring tier:
Click the Add new button (or edit if you are modifying an existing item).
Scoring tiers name – Add an informative title.
Description – Add a short description.
Add score tier – or Edit the existing score rows (or add additional rows). You may set the individual scoring ranges by setting the highest percentage (including decimals). Add additional score tiers as required.
Click to view the color palette. Select a suitable color from the available options.
Value To – Add a value to this field for each score(values are inclusive and will include all scores within the defined range).
Display text – Use this field to indicate what text should be displayed for each range. Use hash (#) representing a digit, optionally with a decimal separator, to set how exactly will be the gained percentage shown (e.g., ##.##, ##.#, ##). You can also use any text (e.g. Great, Good, Poor, etc.), and even combine the result with a text (e.g. ##.## Great, # Poor, ##.# Excellent, etc.)
All other values – select a color to display for any value that falls outside of the range defined previously.
Delete any score tier that is not required.
Click Save to confirm the edits or Cancel.
Closing this window or hitting Cancel will close the window without saving your changes.
Regarding the export of data
Once reviews are exported all numbers are shown as results, even if scoring tiers are used to represent the results with Quality Management.