Where can I access Procedure Strengths and Procedure Weaknesses?

1. Select "Score Card Summary" from the drop-down "My Reports" tab on the left-side menu.

2. Specify your search as desired.

3. Scroll down to view the Procedure Strengths and Procedure Weaknesses.

Remember that only scored calls (and scored procedures) are used to calculated Procedure Strengths and Procedure Weaknesses. For instance, in the example shown above, 176 calls were scored to determine the 100% for the "Parts, this is..." prompt, while 154 calls were scored to determine the 0% for the "Is there anything else...?" prompt. Scored calls where the procedure was not applicable are not included in the Procedure Strengths and Procedure Weaknesses scores.

Limited scored minutes may result in a score that you do not feel accurately represents your call behavior. If this is the case, talk to your administrator about increasing the number of scored call minutes on your account.

How do I use the Score Card Summary report?