How to configure Zoom Quality Management scorecards

Configuring Zoom Quality Management scorecards allows you to evaluate agent performance based on predefined criteria. You’ll need to define scorecard sections, add questions with corresponding answer options and scoring, and then activate the scorecard for use by evaluators. This guide walks you through the process of creating and configuring quality management scorecards in Zoom.

Prerequisites

• A Zoom account with Zoom Contact Center and Zoom Quality Management enabled.
• Admin privileges within the Zoom account.
• A clear understanding of your organization’s quality evaluation criteria for contact center agents.
• Zoom Quality Management licenses assigned to supervisors and agents.
• Evaluators with Zoom Quality Management licenses.

Accessing Quality Management

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Contact Center Management.
3. Click Quality Management.

Creating a Scorecard

1. In the Quality Management navigation menu, click Scorecards.
2. Click Add Scorecard.
3. In the Scorecard Name field, enter a descriptive name for the scorecard. For example, “Customer Service Interaction - Initial Evaluation.”
4. In the Description field, enter a brief description of the scorecard’s purpose. For example, “Used to evaluate initial customer service interactions.”
5. Select a Status for the scorecard. Choose “Active” to make the scorecard immediately available for use, or “Inactive” to save it as a draft.
6. Click Save. The scorecard details page opens.

Adding Sections to a Scorecard

1. On the scorecard details page, click Add Section.
2. In the Section Name field, enter a name for the section. For example, “Opening,” “Problem Resolution,” or “Closing.”
3. In the Weight field, enter the weight (as a percentage) that this section contributes to the overall scorecard score. Ensure all section weights add up to 100%. For example, if “Opening” is the most important, assign a weight of 30.
4. Click Save. The section is added to the scorecard.
5. Repeat steps 1-4 to add all necessary sections to the scorecard.

Adding Questions to a Section

1. On the scorecard details page, locate the section where you want to add a question.
2. Click Add Question within that section.
3. In the Question Text field, enter the question you want evaluators to answer. For example, “Did the agent greet the customer professionally?” or “Did the agent accurately identify the customer’s problem?”
4. Select a Question Type from the dropdown menu:
   • Single Choice: Provides a set of predefined answer options, where evaluators select only one.
   • Multiple Choice: Provides a set of predefined answer options, where evaluators can select multiple.
   • Text: Allows evaluators to enter free-form text as an answer.
   • Numerical: Allows evaluators to enter a numerical value as an answer.
5. Configure the question options based on the selected question type:
   • Single Choice/Multiple Choice:
     • Click Add Option to add an answer option.
     • In the Option Text field, enter the text for the answer option. For example, “Yes,” “No,” or “Partially.”
     • In the Score field, enter the score associated with this answer option. For example, “Yes” might have a score of 1, “No” a score of 0, and “Partially” a score of 0.5.
     • Repeat to add all necessary answer options.
   • Text: No further configuration is needed.
   • Numerical:
     • Specify the Min Value and Max Value for the acceptable range of numerical input.
6. Select if question is required by checking the Required box.
7. Click Save. The question is added to the section.
8. Repeat steps 1-7 to add all necessary questions to the section.

Activating the Scorecard

1. In the Quality Management navigation menu, click Scorecards.
2. Locate the scorecard you want to activate.
3. Click the Edit (pencil) icon next to the scorecard.
4. Change the Status from “Inactive” to “Active”.
5. Click Save. The scorecard is now active and available for use by evaluators.

Editing a Scorecard

1. In the Quality Management navigation menu, click Scorecards.
2. Locate the scorecard you want to edit.
3. Click the Edit (pencil) icon next to the scorecard.
4. Make the necessary changes to the scorecard name, description, sections, or questions.
5. Click Save to save the changes.

Deleting a Scorecard

1. In the Quality Management navigation menu, click Scorecards.
2. Locate the scorecard you want to delete.
3. Click the Delete (trash can) icon next to the scorecard.
4. Confirm the deletion by clicking Delete in the confirmation dialog.

Common Issues

• Scorecard is not showing up for evaluators: Ensure the scorecard status is set to “Active.” Also, verify that the evaluators have the correct Zoom Quality Management license.
• Section weights do not add up to 100%: The system will likely display an error when saving or activating the scorecard. Double-check the weight assigned to each section and adjust as needed.
• Evaluators are unable to submit evaluations: Check if all required questions have been answered. Also, verify that the evaluator’s Zoom client is up to date.
• Incorrect scores are being calculated: Review the score values assigned to each answer option within the scorecard questions. Verify that the scores accurately reflect the desired evaluation criteria.
• Cannot edit an evaluation after submission: Once an evaluation is submitted, it’s generally locked to maintain data integrity. However, administrators may have settings to allow edits. Please see Zoom’s Quality Management configuration documentation to confirm these settings.