If you would like to perform a Customer Service Quality Assurance (QA), Pathlight has created a space for you to effectively create/edit/delete your own QA scorecard templates, select who can utilize the scorecards, utilize a scorecard to perform a QA check, and keep a record of all completed scorecards.
Note: Only Admins and certain appointed personnel can create scorecard templates.
In this article, we will go over:
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Utilizing scorecards
Note: There are 2 ways you are able to fill out a Scorecard
1) Select the 
icon on the left-hand side of your screen
2) Within the drop-down menu, select the New Scorecard Icon
Alternatively, you can also fill out a new Scorecard by following these instructions:
1) Select the Scorecards icon on the left-hand side of your screen
2) Now that you are within the Scorecard screen, go to the top of the screen and select the + New Scorecard icon
3) Select the template you would like to use from the drop-down menu
4) Once you have selected the template, choose the team member in which you would like to create this scorecard for
5) After you have selected the team member, it will auto-populate the chosen scorecard template
Note: You may see some questions show an icon as Required. This is a required question (chosen by the template creator) that cannot be skipped. You need to ensure this question is filled out in order to submit the scorecard
6) If you have a URL (ie. ticket) that you would like to link to this scorecard, make sure to enter it in the Record URL field
7) Go through the template and select the appropriate responses
Note: If the template questions have point's attached to respect answers, you will see them on the left-hand side
8) If you would like to add comments or notes for a particular question, you can add the notes below in the Optional notes to share field 
9) Once you have answered the questions within the template, you can preview the total score of the agent's scorecard by hovering over the total at the top of the template
10) Once you are finished filling out the scorecard, go to the top right-hand corner of the screen and select Submit
Note: You can also cancel the entire template if needed
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View/edit Previously completed scorecards
1) Select the Scorecards icon on the left-hand side of your screen
2) You can select a scorecard from the newly populated list on the left-hand side
3) If you would like to search for a particular team member, select the Search button at the top of the scorecard list
4) Type in the name of the team member you would like to view/edit/delete and select them in the drop-down menu
5) Now you will be able to see all the scorecards for this particular team member, which is organized by the latest date
6) Select the scorecard in which you would like to view
7) If you would like to edit/delete this scorecard, simply click on the 3 dots next to their score on the top right-hand corner of the scorecard
8) Once you are here, you can edit the scorecard or delete it
Note: Once deleted, it is not recoverable.
9) Within the edit screen, you can edit scores for each question and you can change the notes that were previously left on each question
Note: The questions themselves and any comments on the scorecard cannot be deleted/edited (if you are not the author of the comments)
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We hope this was helpful! If you have any questions or need further assistance, please contact us at support@pathlight.com.