This will take you through a step-by-step process of how to maximize your set-up of Scorecard in no time.

1. Customize your Tickets Settings

First, you'll need to organize your ticket setting to ensure that they are displayed and able to be rated as you desire.

There are 3 parts to this:

• Ticket View: Allows you to select what information you want and in what order you want it on each ticket.
• Excluded tickets: Allow managers to flag tickets that they don’t want on the scorecard.
• Amount of Tickets Rated: Allows managers to set a minimum for how many tickets each agent should rate per week.

How do I set it up?

1. To format your tickets, begin by selecting which fields you would like to be involved in each ticket from our categorized list.
2. Drag them from the ‘Fields available’ column into the Ticket view in the order in which you would like them to appear on each ticket.

3. To exclude tickets, simply type in an indicator of an invalid ticket, eg: #spam. This will then flag any ticket with this indicator and remove it from your scorecard.

4. To set up your amount of tickets rated, simply select the percentage or numbers of tickets you would like each agent to rate weekly. Read more about Internal QA rating here.

2. Manage your Activity Settings

Once you’ve got your tickets just how you like them, it’s time to set up how you measure your agents’ activity to make sure your time metrics are accurate.

There are 2 parts to this:

• Activity time: Measures the increment of time by which you would like to measure an agent’s activity on Zendesk.
• Break time: The amount of time usually allocated for an agent for their break.

How do I set it up?

1. Select an activity time. The options provided on the clickable bar are 5, 15, 30 and 60 mins. This will dictate under which time increment you wish to measure:

• Average Zendesk Activity
• Zendesk touchpoints
• Zendesk hours

2.  Select a break time on the clickable bar below. You will have the options of 30 or 60   minutes.

For example, say you set your Activity time to 15 mins. This means that every 15 mins the Scorecard automatically measures the percentage of those 15 mins spent on Zendesk, how many touchpoints were activated in that time and how much of that time overall was spent working. However, if you have a 60 min setting, if an agent who goes for lunch from 12.00 to 13.00 and made his/her last update to a ticket at 12.01, the time from 12:00 to 13.00 will be counted as working time with no breaks.

If an agent works constantly on incidents (tickets, call, chats), than granularity should be lower (we recommend 15 min). If you don't have too many tickets than we recommend to start with  30 min. 

3. Organize your Channels Setting

Now that your activity is set, it is time to think about how you want your communication channels to be organized. These may include: e-mail, talk, Facebook.

How do I set it up?

1. To add a channel to your list, click to + button at the top of the column.

2. Select an icon, type in the name of your channel and select a channel type.

3. Click 'Add channel' and it will be instantly added to your channel list.

4. Handle your People Setting

The final thing you need to set up is your people settings, which means who you want to have access to the Scorecard.

How do I set it up?

1. Select which agents you would like to have access to Scorecard.
2. Click the tab next to their name, once it is purple, they have access.

Now you're set! If you want to know more and quickly become a power user, take a closer look at our Getting started with Scorecard.