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Assign scorecards

Use different quality scorecards for different channels (email, chat, phone) or departments if they have different quality standards.

Why do this?​

Different channels have different needs:

  • Email support — needs clarity and detailed answers
  • Chat support — needs speed and quick solutions
  • Sales calls — needs relationship building and product knowledge

So you might use different scorecards for each.

How it works​

  1. You pick which channels/departments get which scorecard
  2. Conversations are automatically scored with the right scorecard
  3. You see performance separately for each

Set up assignments​

  1. Go to Assignments in the left menu
  2. Choose Channels or Departments (two tabs)
  3. Find the channel or department
  4. Pick a scorecard from the dropdown
  5. It saves automatically

Assignments interface

Assigning a scorecard

Channel vs. Department​

  • Channels — how customers reach you (email, chat, phone, etc.)
  • Departments — your internal teams (sales, support, billing, etc.)

If you set up both:

  • Channel assignment wins (takes priority)
  • If no channel assignment, department assignment is used
  • If neither, the default scorecard is used

Examples​

By channel:

  • Email → "Detailed Support" scorecard
  • Chat → "Quick Support" scorecard
  • Phone → "Personal Support" scorecard

By department:

  • Sales team → "Relationship Building" scorecard
  • Support team → "Problem-solving" scorecard
  • Billing → "Accuracy & Compliance" scorecard

Edit or remove​

Click the scorecard dropdown to:

  • Pick a different scorecard
  • Remove the assignment (leave blank)

What you'll see​

After you set up assignments:

  • Each conversation is scored with the right scorecard
  • Dashboards show performance separately per channel
  • Reports break down results by scorecard used