Scorecard gives you unlimited access to 50+ personal real-time metrics for each agent, 360° view of agents' performance 24/7. And all of that is for free. Why? Because we believe that information like this should be accessible to all customer support teams.
Scorecard is our real-time agent performance sheet which allows you to monitor and analyze performance to gain immediate insights, measure progress and automate your performance reports.
One of the Scorecard features is QA rating. It establishes a transparent Quality Assurance process and allows you to easily manage the quality of service. We believe that ticket review should not only be done by managers, but also by the agents: peer review in the team and self-reflection on the agent’s own tickets. It builds a culture of transparency and trust, helping improve output quality.