Service Manager

Using the Score Card

You can easily determine the level of customer satisfaction from a number of factors within the scorecard.

Viewing the Score Card

1.From the Configuration Console, click Configure > Communication Templates > Score Card Configs to open the Score Card Configs workspace. The Score Card Configs workspace appears, listing the current score card configurations.

Creating a New Score Card

1.From the Configuration Console, click Configure > Communication Templates > Score Card Configs to open the Score Card Configs workspace. The Score Card Configs workspace appears, listing the current score card configurations.

2.Click New ScoreCardConfig. A blank score card appears.

3.Enter numbers into the fields to denote the scoring.

Field	Description
Target Courtesy Rating	Used for Customer Satisfaction Surveys, determines the Analyst Courtesy rating target.
Target Knowledge Rating	Used for Customer Satisfaction Surveys, determines the Analyst Knowledge rating target.
Target Timeliness Rating	Used for Customer Satisfaction Surveys, determines the Resolution Timeliness rating target.
Target Experience Rating	Used for Customer Satisfaction Surveys, determines the Customer Satisfaction with the Technician rating target.
Target Resolution Quality Rating	Used for Customer Satisfaction Surveys, determines the Quality of Resolution rating target.
Target Customer Satisfaction Rating	Used for Customer Satisfaction Surveys, determines the Customer Satisfaction rating target.
Target Overall Score Rating	Used for Customer Satisfaction Surveys, determines the Overall Customer Satisfaction rating target.
Target Change Failure Pct	Used for the Change Management Scorecard report and determines the target for Change Failure Percentages. For example, if the value was set at 10%, if the total failure rate of changes was above 10% the target would be considered a missed target.
Target Time Per Medium Change Pct	Used in the Change Management Scorecard report, determines the % target for Medium Changes implemented within their stated time frame.
Target FLR Pct	Used in the Incident Management Scorecard report to set the target % for calls resolved on First Level Resolution.
Target Response Compliance Pct	Used in the Incident Management Scorecard report to set the target for Response Time Compliance.
Target Resolution Compliance Pct	Used in the Incident Management Scorecard report to set the target for Resolution Time Compliance.
Target Time Per End User	Used in the Incident Management Scorecard report to set the threshold for the time to spend per end-user.
Target Time Per Incident	Used in the Incident Management Scorecard report to set the threshold for the time to spend per incident.
Target Response Time	Used in the Incident Management Scorecard report, determines the target response time.
Target Resolution Time	Used in the Incident Management Scorecard report, determines the target resolution time.
Target Time Per High Change Pct	Used in the Change Management Scorecard report, determines the % target for High Changes implemented within their stated time frame.
Target Time Per Critical Change Pct	Used in the Change Management Scorecard report, determines the % target for Critical Changes implemented within their stated time frame.

4.Click Save.

The Score Card Config record appears on the list.

Deleting a Score Card

1.From the Configuration Console, click Configure > Communication Templates > Score Card Configs to open the Score Card Configs workspace. The Score Card Configs workspace appears, listing the current score card configurations.

2.Select the score card to remove.

3.Click the delete icon .