Using the Score Card
You can easily determine the level of customer satisfaction from a number of factors within the
Viewing the Score Card
Within the Configuration Console, open the Score Card Config workspace. The Score Card Config workspace appears, listing the current score card configurations.
Creating a New Score Card
| 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. |
--fields--
| 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  from the toolbar.
|
The Score Card Config record appears on the list.
Deleting a Score Card
| 1. | Within the ScoreCardConfig workspace, select the score card to remove. |
| 2. | Click Delete  from the toolbar. |