Setting or changing root causes in a scorecard for a category

Quick Look: TyrellCorp QA > Users and Workspaces > Scorecards

Root causes enable reviewers to provide detailed reasons for their ratings. For example, if a reviewer gives a negative rating for tone, they can specify the reason(s) using predefined choices or by adding a freeform comment.

You can then analyze root causes to understand the underlying issues that affect customer interactions.

This article contains the following sections:

• Setting or changing root causes
• Analyzing root causes

Setting or changing root causes

You can set up or change root causes in a scorecard for a category.

To set up or change root causes

1. Select Users and Workspaces > Scorecards and edit the Category you want to add Root causes for.
2. Choose your preferences:
   • Whether you want predefined options.
   • Whether reviewers can select multiple Root Causes.
   • Whether reviewers are prompted for all ratings, only for negative ratings, or for negative and neutral ratings.
3. Optionally, enable the other root cause option to allow reviewers to type in their reasoning.

Analyzing root causes

Use dashboards to analyze these reasons and identify specific problems at both the team and agent levels. This facilitates targeted coaching and issue resolution.

To analyze root causes

• Select the Categories tab to access your ratings table.