Insights: Scoreboards

Scoreboards allows you to construct visual reports for assessing the performance and achievements of campaigns, segments, and teams.

Navigation

Scoreboards can be found under the Insights menu.

Existing scoreboards will be displayed here.

Click a Scoreboard to view or edit it.

To the right are some options: click the cross to delete a scoreboard, the pencil to edit, and the arrow to share the scoreboard with others in your organisation.

To return to the scoreboard list when in viewing mode, click the spanner tab.

Existing scoreboards are totally customisable, but will look similar to the one below. In the image below you can quickly gain an overview of the performance of Sales Team 1, including their daily call stats by agent, and how close they are to reaching their target.

Create a scoreboard

To create a new scoreboard, click Create.

First, enter a name for your Scoreboard
Toggle between campaigns and segments to decide what data you want to work with
Click All to choose which available campaigns or segments should be included
The eye icon allows you to filter between active or inactive campaigns or segments.

When you have saved your preferences, you will see a blank page.

The first thing to do is add a widget. Toggle the Edit switch to green, and click Add widget.

There are 8 different widgets to choose from.

Click a widget to add it to the Scoreboard, and click and drag to the desired size. Don't worry, the size and position of the widget can be changed later.

Choose from Number, Speedometer, Table, Graph, Column Chart, Pie Chart, Text, and Image.

Number

The number widget will compare the performance of two selected KPIs over a set period of time. This is really useful for tracking the number of successful calls and the sum total profit, for example.

In the wizard, enter the following information:

Add a title: a descriptive name that explains what data is displayed
Metric: choose which KPI will act as the first metric, displayed as the top data field
Second Metric: choose which KPI will act as the second metric, displayed underneath the primary metric
Time Period: choose a time period to filter the KPI data by
Teams: select which teams you want to filter the data by
Accuracy, decimals: if you are using a KPI that displays a percentage, you can configure how many decimal points will show
Exclude Empty Records: check this box to exclude fields with no data
Trigger Function: adding a trigger function will turn the KPI data field red, depending on whether it is more or less than the value entered in the trigger threshold below. Choose between If [value] > Threshold then RED and If [value] < Threshold then RED
Trigger Threshold: enter the threshold that will determine the KPI data field turning red, if you have chosen to add a trigger function. For example, if you choose Call Attempts as the first metric, set the trigger function to If [value] < Threshold then RED, then set the trigger threshold to 500. If the Call Attempts are lower than 500, the metric will be displayed in red.