Using the Score Card
You can easily determine the level of customer satisfaction from a number of factors within the
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Within the Configuration Console, open the Score Card Config workspace. The Score Card Config workspace appears, listing the current score card configurations.
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1. | Within the Score Card Config workspace, click New ScoreCardConfig. A blank score card appears. |
2. | Enter numbers into the fields to denote the scoring. |
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Field | Description |
---|---|
Target Courtesy Rating | |
Target Knowledge Rating | |
Target Timeliness Rating | |
Target Experience Rating | |
Target Resolution Quality Rating | |
Target Customer Satisfaction Rating | |
Target Overall Score Rating | |
Target Change Failure Pct | |
Target Time Per Medium Change Pct | |
Target FLR Pct | |
Target Response Compliance Pct | |
Target Resolution Compliance Pct | |
Target Time Per End User | |
Target Time Per Incident | |
Target Response Time | |
Target Resolution Time | |
Target Time Per High Change Pct | |
Target Time Per Critical Change Pct |
3. |
Click Save ![]() |
The Score Card Config record appears on the list.
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1. | Within the ScoreCardConfig workspace, select the score card to remove. |
2. | Click Delete ![]() |