Scorecards

Overview

Sharpen Tables is a cloud-native database accessible from anywhere with an internet connection. It allows you to work with existing data tables or create your own to support your organization's workflows.

As part of Sharpen's quality management functionality, Sharpen Tables is used to build and manage Standard Scorecards—internal evaluation forms that supervisors and QA staff use to assess and provide feedback on specific interactions. Scorecards are assigned per queue, and once an interaction is scored, the results are available in Sharpen Insights for reporting and dashboards.

Before You Begin

Scorecards in Sharpen Tables are built in two steps: first you create the scorecard shell, and then you add questions to it. Each step takes place in a different table within Sharpen Tables.

Step 1: Create the Scorecard Shell

Navigate to Admin → Configuration → Sharpen Tables → Scorecards and click Add Record to create a new scorecard. The following fields are available:

• Name

  • Enter a descriptive name for the scorecard.

• Description

  • Provide a brief description of the scorecard's purpose.

• Status

  • Select whether this scorecard is Active (available for use) or Disabled.

• Weight Visibility

  • Each question within the scorecard can carry a different weight to prioritize specific parts of the interaction. This setting controls whether individual question weights are visible to the person completing the scorecard.

• Score Calculation

  • Determines when the running score is displayed during scoring. When set to display dynamically, the total points and percentage update as questions are answered. Setting it to display only at submission hides the score until the scorecard is submitted, useful for removing potential bias during the scoring process.

Copy the Scorecard Key

After saving your new scorecard, click the Show/Hide Keys button at the bottom of the table to reveal the unique key assigned to it. Copy this key — you will need it in the next step to link your questions to this scorecard.

Step 2: Add Questions to the Scorecard

Navigate to Admin → Configuration → Sharpen Tables → ScorecardQuestions and click Add Record to add a question. Repeat this process for each question you want to include.

• Scorecard ID

  • Paste the unique key copied from Step 1. This links the question to the correct scorecard.

• Question

  • Enter the question or statement you want displayed on the scorecard.

• Question Weight

  • Assign a weight to this question relative to others on the scorecard. This field is optional.

• Question Type

  • Select how the scorer should respond to this question. Available options are in the table below:

• Status

  • Set whether this question is Active or Disabled. Disabling a question removes it from the scorecard without deleting it — useful when temporarily removing a question while preserving it for future use.

• Required

  • Select whether this question must be answered before the scorecard can be submitted.

• N/A Visibility

  • When enabled, displays an additional N/A option for this question, allowing the scorer to indicate that the question is not applicable to the interaction being reviewed.

Assigning the Scorecard to a Queue

Once your scorecard is complete, assign it to the appropriate queue by navigating to Admin → Configuration → Sharpen Q, selecting the desired queue, and choosing the scorecard from the Scorecards section of the queue settings.

To score an interaction, open the Contact Card for an interaction in that queue within Insights and click Score Interaction in the top right corner.

Related Articles

• AI Scorecards

• Sharpen Q Configuration [internal Confluence reference, not migrated in this run]

• Sharpen Usable AI