Scoring Tiers | Eleveo User Guides

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 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). See the Quality Management Roles page for more details on user permissions.

Why should I use Scoring Tiers?

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Trainers Tips

Scoring Tiers

Have you considered hiding the results of the questionnaire from 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.

Viewing Scoring Tiers

Users with the Scoring Tiers View permission can only view the scoring tiers

The following scoring tiers are built-in and prepared for 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 is shown.

Modifying Scoring Tiers

Users with the Scoring Tiers Manage permission 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 cannot be modified.

Delete a Tier

To delete any unwanted scoring tier, select the row, click the Delete button, and confirm the action.
The following cannot be deleted:

The default scoring tier cannot 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 opens.

Adjust the scoring tier:

Click the Add new button (or edit when 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). 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 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 the gained percentage is shown (e.g., ##.##, ##.#, ##). 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 the 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.

Example of the use of text and hashtags representing a digit.

In this example, we have added a scoring tier Unacceptable ##.##. Using this combination allows for the score to be displayed directly within the Review form.

Later, the results are visible on the Review Form.