SCORECARD

1. Go to Workforce folder, Reports , then Scorecards.

2. Open each reports, start by LiveChat.
3. One thing to note in scorecards is that everything if not most of them are linked to other reports.

LIVECHAT

4. Open the following reports.

Amaysim Agent Performance : Go to workforce folder, reports, then agent performance.

Attendance Report : Go to workforce folder, reports, then attendance report.

5. Refresh PIVOT.
6. To verify if your scorecard has been updated, just look and compare one agent's name, from the scorecard
compare it to other reports with the same agent. Data should be the same.
Ex: MTD for attendance, should be the same as your scorecard for that agent.

VOICE

7. Open the following reports.

Amaysim Agent Performance : Go to workforce folder, reports, then agent performance.

Attendance Report : Go to workforce folder, reports, then attendance report.

8. To verify data from your voice scorecard, do the step 6.

9. Refresh Pivot.

BILLING

10. Open the following reports for billing.

Amaysim Agent Performance : Go to workforce folder, reports, then agent performance.

Attendance Report : Go to workforce folder, reports, then attendance report.

11. Refresh Pivot.

CREDIT

12. Open the following reports for Credit.

Amaysim Agent Performance : Go to workforce folder, reports, then agent performance.

Attendance Report : Go to workforce folder, reports, then attendance report.
Credit Prod Tracker : Go to workforce folder, reports, agent performance then credit prod file.

13. Refresh Pivot

PORTING

14. Open the following reports for Porting.

Amaysim Agent Performance : Go to workforce folder, reports, then agent performance.

Attendance Report : Go to workforce folder, reports, then attendance report.
Routing Report : Go to workforce folder, reports, queue report, routing report file.

In porting, you will have to check the CSC thermometer to find out the score for TICKETS.
Check the CSC thermometer recently sent. Look at the hours.

Put the hours in the tickets hours column (BLACK highlight) It will automatically show the weight score on the tickets.
To see the set up and weights, click on GuideISetup sheet in the porting scorecard file.

Another manual input is the Admin data.

Admin SLA is extraced from EC.
Go to EC > click on Main > Data > Choose Same Carrier Port Data
There's data uploaded, look at the data modified label. See the date to find out the sla.

So for example above, if today is march 31 and the date modified is above. Then it means it is still within sla hence agents wil
To see the weight and set up, go to GuideISetup sheet in the porting scorecard file.

EMAIL

15. Open the following reports for Email.

Amaysim Agent Performance : Go to workforce folder, reports, then agent performance.

Attendance Report : Go to workforce folder, reports, then attendance report.

16. To check if your email scorecard is updated, unhide MTD EPD

17. Check the data are up to date.
18. Refresh Pivot.

VAYA

19. Open the following reports for Vaya.

Vaya agent performance : Go to workforce > reports > vaya agent performance
Attendance Report : Go to workforce folder, reports, then attendance report.
Vaya Prod tracker: Go to one drive shared folder > look for Vaya Prod tracker
Copy the data from their MTD prod tracker to our Prod tracker in the Vaya Scorecard file.

Copy only the names upto prduct per hour, leave the total.

20. Refresh Pivot. Now ask the data numbers of vaya SME from the team's supervisors.
SME data is below the scorecard. If you have the data, input it in SME PROD columns.

21. All good, save all scorecard file and then send it to tls.
22. View previous emails of scorecard to view sample email and the distro.

********* THE END **********

within sla hence agents will get 5 pt.