Welcome to the KRA Scorecard Dashboard
Turns the Odoo helpdesk export, the attendance report, the Designation & Team workbook and the PlayAblo LMS report into KRA scorecards for every agent, manager and the Head. Everything is calculated in your browser; no file is uploaded anywhere.
1Overview
Typical workflow
Login→⬆ Ticket Import→⬆ Designation→⬆ Attendance→⬆ PlayAblo→Filters & Calculate→Rate agents→Export / Print
Who uses itAdmin (Head / HR) and the eight team managers.
What it producesPer-person KRA score, Behavioural score, Overall score and Rating, plus team and leadership roll-ups.
Where data livesOnly in this browser. Ratings are saved locally; source files must be re-imported after a reload.
What changed in Version V1.1
- Header: the long "Drop the Odoo helpdesk export…" line is removed; the toolbar now sits directly under the KRA Scorecard Dashboard title.
- The Wondersoft logo is smaller (about the height of the two header lines) and pinned to the top-right corner, with a Version V1.1 watermark under it.
- The 📖 book icon now opens this User Guide (previously it showed only the short "How Scoring Works" card).
- Toolbar additions: Logged in label, amber Logout, sync status, Export Scores, Import Scores, Set Up Auto-Sync.
- Not Eligible / Make Eligible for agents and leaders; Leadership · Head & Manager Performance section with View / Edit; Product Knowledge auto-filled from PlayAblo; per-section ⬇ Download (PDF / Excel); Print modal with section and orientation; Team-wise Scorecard PDF; Royal Purple + Lavender theme with dark mode.
2Logging in
| User | User ID | Password | What they see |
|---|---|---|---|
| Admin (Head / HR) | admin (not case-sensitive) | The admin password issued to you | All teams, all managers. Label "Logged in: Admin (all teams)". |
| Manager (Prince Isaac, Viswanathan G, Suresh R, Glasston Paulraj, Shaik Mohamed, Palaniappan Selvam, Bhaskaran G K, Lalit Sharma) | Your employee code (not case-sensitive) | Your employee code until you change it | Only your own team; your own leadership row. |
| Anyone else (agents, Head) | No separate login. The Head uses the Admin login. | ||
- Hold the 👁 button to see the password while typing; it hides again when you let go.
- Your session lasts while this browser tab is open. Logout (amber) ends it and reloads the page; your saved ratings stay.
- A manager's User ID is looked up from the current team list. If an imported Team / Designation sheet changes your employee code, your User ID changes with it.
Changing your password
- Click Reset Password on the login card.
- Enter User ID, current password, the new password twice, then Update Password.
| Password rule |
|---|
| At least 8 characters · contains a letter and a number · no spaces · both new entries match · different from the current password |
Passwords are stored in this browser only. On another computer or browser the original password still applies.
Locked manager view
When a manager logs in, the Team Score select, the Managers ▾ filter, Print Manager ▾ and the Manager Filter in every section are hidden. All tables show only that manager's team; the Leadership table shows only the manager's own row (which they can rate). Export Scores covers only their own team's agents.
3Header & toolbar
The title KRA Scorecard Dashboard is on the left with the toolbar directly below it. The Wondersoft logo is in the top-right corner with the Version V1.1 watermark under it.
| Control | What it does |
|---|---|
| Logged in: … | Who is signed in. |
| Logout | Ends the session and reloads. |
| Sync status | File sharing only (no auto-sync) · ○ Auto-sync starting · ● Auto-sync on (hover shows the last check time) · ○ Sync issue (hover shows the error). |
| Export Scores | Downloads your entered scores as a JSON file to send to the Admin (see §15). |
| Import Scores | Merges one or more score JSON files into this dashboard (see §15). |
| Set Up Auto-Sync | Asks for the Google Apps Script URL and secret key; scores are then shared automatically every 20 seconds. |
| ☑ Replace | On: a new ticket import replaces loaded tickets. Off: it is added to them (duplicate ticket IDs skipped). |
| ↻ Reset | Clears the whole dashboard. Click once (shows Confirm?), click again within 4 seconds. |
| ⬇ | Team-wise Scorecard PDF (same as Print Team-Wise Scorecard (PDF)). |
| ☾ | Dark / light mode (remembered). |
| 📖 | Opens this User Guide. Close it with the red ← Dashboard button or Esc. |
| ⚙ | Shows / hides the column-mapping selects in Import & Filters. |
| 🖨 | Print modal: pick Overall Dashboard or one section, Landscape or Portrait, then Print / Save PDF. |
4Importing files
Import buttons are lavender pills (⬆ Ticket Import); once loaded they turn dark with a gold border (✔ file name). A Wondersoft loading pop-up shows while a file is read. The i after the buttons lists what was loaded.
| Import | File & columns | Notes |
|---|---|---|
| Ticket Import | Odoo helpdesk export (.xlsx / .xls / .csv, several files allowed). Columns detected automatically: Assignee (assign / agent / responsible), Stage / status, Created on, Closed on (optional), Resolution note, Helpdesk team. | If Assignee or Created on cannot be found, the mapping opens — pick them and click Calculate. Duplicate ticket IDs (Name / Ticket / ID / Number column) are skipped. |
| Attendance Import | Attendance report with an Employee / Name column plus Full, Half, Leave, Absent, OnDuty, Override In / Out, Avg. | Only Leave is copied into each agent's scorecard (information only). Re-importing overwrites leave typed by hand. |
| Designation Import | One workbook; every sheet is scanned. Designation sheet (Designation / Title, Name, Employee code) and Team sheet (Team Manager, Team, Assigned user). | The Team sheet replaces the built-in team list. Titles set the scorecard level automatically (see §12). Saved in the browser. |
| PlayAblo Import | LMS report: User ID, User Name, Course Category, Course Name, Course Status, Course Post-assessment (%). | Fills Product Knowledge (see §11). Tick which course categories count; Product and Soft-skill categories are ticked by default. |
Tickets, attendance and PlayAblo data are not saved — import them again after reloading. Ratings, designations and the team list are saved and re-attach by name.
5Filters & buttons
| Control | Purpose |
|---|---|
| Team Score | Limits tickets to one Helpdesk team (row counts shown). "Corporate / Global Support" are combined. Admin only. |
| Quarterly ▾ | Q1 (Jan–Mar) … Q4 (Oct–Dec); none ticked = all months. Uses the month of the created date (the same quarter of different years is combined). |
| Managers ▾ | Choose one or more managers (search, Select All, Clear, Apply). Admin only. |
| Calculate | Recalculates everything (needed after changing a column mapping). |
| Reset Entered Scores | Click twice. Clears ratings, examples, designations, Not Eligible, leave, Product Knowledge, attendance, designation list and PlayAblo. Keeps tickets and the team list. |
| Clear Everything | Click twice. Clears all data and restores the built-in team list. Keeps passwords, theme, sync settings and quarter selection. |
| Print Manager ▾ | Limits the Team-wise PDF to chosen managers. Admin only. |
| Print Team-Wise Scorecard (PDF) | See §16. |
| Section filters | Every section has Manager Filter and Assignee Filter. These are shared: changing one changes every section and the KPI summary. An active filter turns lavender. |
6KPI summary
| Card | How it is worked out |
|---|---|
| Manager / Team | Current Manager and Team Score selections. |
| Rows in scope | Ticket rows after the Team filter (all stages, before the quarter filter). |
| Closed (in scope) | Closed tickets after Team + Quarter filters with a valid date. |
| Agents scored | People in scope who are not Not Eligible. |
| Months found | Created months (YYYY-MM) that have closures. |
| Team avg / active month | Average of each agent's closed tickets per active month, rounded. |
| Not eligible (excluded) | Number of Not Eligible people in scope. |
| Notes gate failures | Total closed tickets whose resolution note is under 15 characters. |
7Leadership · Head & Manager Performance
One row per manager (a manager sees only their own row). Not affected by the Manager filter.
| Column | Meaning / formula |
|---|---|
| Leader | View / Edit opens the leader's own KRA and Behavioural ratings inline; the name opens the full scorecard. |
| Role | Manager (Head for Nagaraj G). |
| Individual (own scorecard) | Overall + rating chip when fully rated; Provisional = KRA score × 100 ÷ weight of the KRAs rated so far ("Provisional · KRA x% measured"); Pending when nothing is rated; Not eligible. |
| Team Agent Count | Eligible team members with closed tickets ("N not eligible, excluded" shown when relevant). |
| Closed tickets | Sum of the team's closed tickets. |
| Avg productivity score | Average Productivity score (1–5) of team members with at least one closure, 2 decimals. |
| Team performance (avg Overall) | Average over eligible members of their Overall (if fully rated) or else their Productivity score; shown with a chip and "r fully rated, s on productivity, of n agents". |
8Manager / Team-Wise Performance
Grouped Manager › Team › Assigned user from the team list. People without tickets show grey "No closed tickets"; assignees not in the team list appear under Not in team list.
| Column | Formula |
|---|---|
| Closed tickets | Closed tickets in scope. |
| Avg / active month | Closed ÷ active months (rounded for display). |
| Productivity score | Band of the average (see §10). |
| Level | <55 Below target · 55–89 Partially meets · 90–130 Meets · 131–160 Exceeds · 161+ Exceptional. |
| Notes gate fails | Red if above 0, green if 0. |
| Manager / team subtotal | Closed = sum; Avg = mean of agents with tickets; Productivity = rounded mean score (mean to 1 decimal shown); Not Eligible agents excluded. |
9Scorecard & rating an employee
One row per agent: Agent · Designation · Team / Manager · Closed Ticket · Leave Taken · Overall · Rating · Rate · Not Eligible.
- Click Rate (or the name) to open the scorecard.
- Check the designation (L1, L2 / Lead, Manager, Head) — it decides the KRAs and weights.
- Enter each KRA: Auto values fill from tickets / PlayAblo / team; % boxes take 0–100; others are 1–5 selects. The matching level cell is highlighted; column 3 is the target.
- Rate every behavioural competency 1–5. Examples are optional.
- Leave days (0–200) can be typed if attendance was not imported.
- Everything saves instantly. Close with Close, a click outside, or Esc.
The heading says "KRA 80% + Behavioural 20%" for L1; the split changes by designation (see §12).
Not Eligible / Make Eligible
Marks a person as excluded: the scorecard becomes read-only (red banner), Overall is blank, and they are left out of Agents scored, team / manager averages, Leadership team figures and Group / Function Delivery. Click Make Eligible to undo.
Monthly Closures By Agent
One column per created month ("YYYY-MM Closed Tickets") and a Total, highest first.
Attendance Details (From Report)
Employee · Dept · Full Day · Half Day · Leave · Absent · OnDuty · Override In / Out · Avg hr, filtered by the Manager / Assignee filters.
10Formulas — tickets & productivity
| Item | Formula / rule |
|---|---|
| Closed ticket | Stage contains closed / solved / done / resolved. If no Stage column is mapped, any ticket with a Closed on date. |
| Ticket date | Created on (Closed on if Created on is blank). Month = created month. |
| Active months | Number of months with at least one closed ticket (minimum 1). |
| Avg per active month | Closed tickets ÷ active months (unrounded for scoring). |
| Productivity score | <55 → 1 · 55–<90 → 2 · 90–<131 → 3 · 131–<161 → 4 · 161+ → 5 |
| Notes gate | A closed ticket fails when its resolution note (HTML removed) is shorter than 15 characters. Information only — it does not change any score. Needs the Resolution note column. |
| Leave | From the attendance Leave column or typed in; information only (not used in any score). |
11Formulas — KRA, Behavioural & Overall
Percentage KRAs (score 1–5)
| KRA | 1 | 2 | 3 = Target | 4 | 5 |
|---|---|---|---|---|---|
| FCR & Note Quality (L1) / Complex-Resolution Quality (L2) | <50% | 50–<80% | 80–<90% | 90–95% | >95% |
| Escalation Correctness (L1) / Escalation & Dev Hand-off (L2) | <60% | 60–<90% | 90–<95% | 95–<100% | 100% |
| Product Knowledge (L1) | <50% | 50–<70% | 70–<80% | 80–<90% | 90%+ |
Product Knowledge from PlayAblo
PK % = sum of post-assessment % of completed courses ÷ number of all courses in the ticked categories (incomplete courses count as 0), 1 decimal. Matched by employee code (the "WON" prefix is removed) or name. A value typed by hand overrides it; clearing the box restores the PlayAblo value.
Group / Function Delivery (Manager / Head)
Auto = average Productivity score of eligible team members with closures, rounded and kept between 1 and 5. You can override it with 1–5 or set it back to Auto.
Scores
| Score | Formula |
|---|---|
| KRA score | Σ (KRA rating × KRA weight ÷ 100) — weights add up to 100. |
| Behavioural score | Simple average of all competency ratings (only when every competency is rated). |
| Overall | KRA score × KRA weight % + Behavioural score × Behavioural weight %. Needs every KRA and competency rated and the person eligible; otherwise "Pending (x of y entered)". |
| Weights | L1 80 / 20 · L2 / Lead 75 / 25 · Manager 70 / 30 · Head 70 / 30. |
| Display | 2 decimals; ratings use the unrounded value. |
Rating bands
| Overall | Rating |
|---|---|
| 4.50 and above | Exceptional |
| 3.75 – 4.49 | Exceeds Expectations |
| 3.00 – 3.74 | Meets Expectations |
| 2.00 – 2.99 | Partially Meets |
| below 2.00 | Does Not Meet |
12Designations & KRAs
Set automatically from the Designation sheet: titles with Sr Manager / Senior Manager / Head → Head; Manager → Manager; Lead / Sr Associate / Senior Associate → L2; everyone else → L1. The eight managers are always Manager. A designation changed by hand is kept.
| Level (KRA / Behav.) | KRAs (weight) | Behavioural |
|---|---|---|
| L1 — Support Executive (80 / 20) | Productivity 30 (auto) · First-Contact Resolution & Note Quality 20 (%) · Escalation Correctness 15 (%) · Product Knowledge 20 (% / PlayAblo) · Attendance & Adherence 15 (1–5) | Ownership & Accountability, Collaboration & Communication, Customer Orientation, Initiative & Improvement |
| L2 / Lead — Senior support (75 / 25) | Complex-Resolution Quality 30 (%) · Escalation Correctness & Dev Hand-off 15 (%) · Queue Flow & Unblocking 20 · RCA Quality 15 · Mentoring L1 10 · Attendance & Adherence 10 | L1 set + Coaching / Mentoring |
| Manager (70 / 30) | People Management & Engagement 15 · Attrition & Retention 15 · Succession & Bench Readiness 15 · Group Delivery 20 (auto) · Escalation Governance 15 · Recurring-Issue Action 10 · Group Reporting 10 | L2 set + People Leadership |
| Head (70 / 30) | Function Delivery Oversight 20 (auto) · People, Retention & Succession 20 · Governance Artefacts 10 · Process Standardisation 10 · Major-Incident (P1) Governance 15 · Support Dashboard 15 · Inactive-Client Access Governance 10 | All six competencies |
13Legend & colours
| Item | Look | Meaning |
|---|---|---|
| Score / rating chips | 1 2 3 4 5 – | 1 Does Not Meet (red) · 2 Partially Meets (amber-brown) · 3 Meets (lavender-grey) · 4 Exceeds (green) · 5 Exceptional (gold) · – not rated |
| Target cell | 3 = Target | Expected level in the scorecard band table. |
| Selected level | level | The level matching the value entered. |
| Notes gate | Pass / 0 · Fail / n | Resolution notes long enough / too short. |
| Not Eligible | Not Eligible Make Eligible | Faded row, read-only scorecard, excluded from averages. |
| Pending / Provisional | Pending · Provisional | Not all inputs entered / leader partly rated. |
| Active filter | Manager Filter: 2 ▾ | A filter is applied. |
| Import pill | ⬆ Import ✔ Loaded | Not loaded / loaded. |
| Manager / team rows | Manager row Team row | Subtotal rows in Manager / Team-Wise Performance. |
Team-wise PDF abbreviations (KRA ratings column)
| Abbr. | KRA | Abbr. | KRA |
|---|---|---|---|
| Prod | Productivity | People | People Management & Engagement |
| FCR | First-Contact Resolution & Note Quality | Attrition | Attrition & Retention |
| Esc | Escalation Correctness | Succession | Succession & Bench Readiness |
| PK | Product Knowledge | Delivery | Group Delivery |
| Att | Attendance & Adherence | EscGov | Escalation Governance |
| CRQ | Complex-Resolution Quality | Recurring | Recurring-Issue Action |
| Dev | Escalation & Dev Hand-off | Reporting | Group Reporting |
| Queue | Queue Flow & Unblocking | FuncDel | Function Delivery Oversight |
| RCA | RCA Quality | PeopleRS | People, Retention & Succession |
| Mentor | Mentoring L1 | Gov / Std | Governance Artefacts / Process Standardisation |
| P1 | Major-Incident (P1) Governance | Dash / Access | Support Dashboard / Inactive-Client Access Governance |
14Print & download
| Option | Result |
|---|---|
| 🖨 Print modal | Overall Dashboard or one section; Landscape (default) or Portrait; prints the tables as shown on screen with title, filters and logo. |
| Section ⬇ Download | PDF or Excel (.xlsx) of that section; file name = section title + date, e.g. Leadership-Head-Manager-Performance-2026-10-15.pdf. |
| Team-Wise Scorecard (PDF) / toolbar ⬇ | Leadership table, then one table per Manager › Team (Employee, Designation, Closed, Avg / mo, KRA ratings, KRA score, Behav., Overall, Rating), sorted by Overall, plus a legend. File KRA-Scorecard-Teamwise-YYYY-MM-DD.pdf. Where direct saving is not available it opens the print dialog — choose Save as PDF. |
15Sharing scores (Export / Import / Auto-sync)
- Each manager rates their team, then clicks Export Scores → file KRA-scores-<Name>-YYYY-MM-DD.json.
- The Admin clicks Import Scores and selects all managers' files at once. Scores merge by agent; anything outside the importer's scope is skipped.
- Optional: Set Up Auto-Sync with the Google Apps Script URL and key. Scores are pulled and pushed every 20 seconds and shortly after each change.
With auto-sync on, scores cleared with Reset Entered Scores can be pulled back from the shared sheet.
16Reset & data storage
| Button | Clears | Keeps |
|---|---|---|
| Reset Entered Scores | Ratings, examples, designations, Not Eligible, leave, Product Knowledge, attendance, designation list, PlayAblo | Tickets, team list |
| Clear Everything | All data and filters; restores the built-in team list | Passwords, theme, sync settings, quarters |
| ↻ Reset (toolbar) | Everything above plus quarters and Print Manager | Passwords, theme, sync settings |
Saved in this browser: ratings and entries, imported team list, designations, theme, changed passwords, sync settings. Not saved: tickets, attendance, PlayAblo and filter selections.
17Troubleshooting
| Problem | Fix |
|---|---|
| "No closed tickets found" | Check the Stage mapping (⚙) and stage values; clear the Team or Quarter filter. |
| Agent under "Not in team list" | Odoo name differs from the team list — fix it in the Team sheet and re-import the Designation workbook. |
| Product Knowledge empty | Import PlayAblo and tick the right course categories. |
| Overall stays "Pending" | Rate every KRA and every competency; check the person is not Not Eligible. |
| Login fails | Use your employee code; a password changed on another browser does not apply here. |
| Data gone after reload | Re-import tickets, attendance and PlayAblo; saved ratings re-attach automatically. |