Let's go through a step-by-step process of how to maximize your setup of Scorecard. All of these steps are available in Settings — you can open it by clicking the icon in the top right corner.

1. Customize your Tickets Settings

To begin with, you'll need to organize your ticket setting to ensure that they are displayed and can to be rated.

There are 3 parts to this:

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

How do I set it up?

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

3. To exclude tickets, 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.

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's break.

How do I set it up?

1. Select the "Activity" tab. 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.

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 and an agent who goes for lunch from 12.00 to 13.00, doing their 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) then granularity should be lower (we recommend 15 min). If you don't have too many tickets then 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, chat, Facebook.

How do I set it up?

1. To add a channel to your list in the "Channel" tab, click the + 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. 

To find out more, what you can see in the Scorecard can be find in this link.