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My profile: your scorecard and voice preferences

Two pages in the dashboard belong to you as an individual operator, whatever your role: Me → My scorecard (/me/scorecard) and Me → Voice preferences (/me/voice-preferences). Everything on both pages is self-service — any signed-in agent can read and change them, and neither requires supervisor or admin rights. This guide orients you on the two pages together and then walks the one loop that joins them — read a failure mode off your scorecard, adjust your ring rules, verify nothing else broke. The linked deep-dive guides cover each page fully.

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Where the two cards live

Open the user menu (your avatar, top-right) and both pages are one click away:
  • My scorecard — your personal quality view over the conversations assigned to you: a My performance panel (points, per-rule breakdown, badges, anonymised team rank), KPI tiles (total scored, overall pass rate, judge confidence), a per-rubric list sorted by lowest pass rate, your top failure modes, and a daily trend. Window controls scope the page to the last 7, 30, or 90 days.
  • Voice preferences — your personal inbound calling rules: ring mode and device selection, the sequential find-me/follow-me ladder, teammate delegation, and your voicemail greeting.
Neither page is a supervisor console. The supervisor-side equivalents — Quality → Agents → you and the admin console — render the same data with extra context for elevated roles around it, but the day-to-day expectation is that you read your own results and set your own rules here.

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The worked loop: scorecard → voice preferences → scorecard

The two pages earn their keep as one loop, not as two readings. The productive self-service cycle for an agent is deliberately five steps:
  1. Identify one failure mode. Open My scorecard and read the Top failure modes card — it lists the rubrics dragging your pass rate down, sorted so the worst comes first. Pick the top one; that card exists to tell you what to fix next, and one targeted fix beats five vague intentions.
  2. Read the rubric detail. Drill the failing rubric exactly as the scorecard guide lays out: check the passed/total counts (a 40% rate over five evaluations is noise, over two hundred it is a real problem), and confirm on the daily trend whether the failure is steady or tied to specific days. Distinguish behavior failures — a greeting, a disclosure, a hold step — from interaction-pattern failures — missed calls, callers landing in your voicemail, pickups after the caller gave context you never heard.
  3. Adjust the voice preference that addresses the pattern. An interaction-pattern failure has a direct counterpart on Me → Voice preferences. If your rubric keeps failing on missed-call handling, switch the ring mode to sequential ring and build the find-me/follow-me ladder described in Configure your voice preferences — softphone first, then your mobile, then a front-desk SIP, ending in voicemail — so a caller is answered by a rung instead of dropping to your mailbox. If the pattern is “unreachable when away from the browser,” simultaneous ring or forward after timeout solves it without a ladder.
  4. Confirm you didn’t break a teammate’s delegation. Delegation is a two-ended commitment: colleagues may route their overflow to you, and you may be the last rung on someone else’s ladder. Before you walk away, re-check the Delegation editor — if a teammate delegates to you, your new ring mode or ladder becomes part of their coverage, so the ladder must still end somewhere sane (your answer, or your voicemail) instead of recursing or dead-ending. One outside test call, per the verify-a-change checklist in Configure your voice preferences, confirms every surface rings and the ladder ends where you intended.
  5. Close the loop on the scorecard. The same page that showed the failure shows the recovery: over the next days the rubric climbs back above 80% and drops out of the Top failure modes card. That confirmation is what makes this a loop and not a one-off tweak.
A parallel loop runs on the supervisor side: the Top failure modes card you fix in this loop is the same card a supervisor watches across the team from the Quality hub — your recovery lands there without a screenshot ever being exported. Worked example for the companion distinction — profile presentation vs voice preferences: a caller who says “I tried you three times and couldn’t reach you” is a ring-mode problem, never a presentation one. Changing your display language or timezone cannot help that caller reach you; the fix lives in the ring mode and ladder. Presentation settings change what the dashboard looks like to you; voice preferences change what happens to a caller. When a symptom arrives, classify it first — it decides which of the two pages owns the fix.

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Profile presentation vs voice preferences

Operators conflate two different settings layers; keep them separate:
  • Profile presentation — display language, timezone, and your avatar badge are presentation settings for your own login. They change how the dashboard looks and what timestamps mean to you; they never affect a caller, a queue, or a teammate.
  • Voice preferences — the per-user rule for where your inbound calls ring. The ring mode sets the cadence: softphone only, forward all, simultaneous ring (softphone and mobile together), sequential ring (the rung-by-rung ladder), or forward-after-timeout. PSTN destinations you enter there are routing configuration only.
The split matters in practice: a caller who can’t reach you is never a language or timezone problem — check your ring mode and ladder first.

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How the scorecard compares you to the team

Your scorecard is not a fleet ranking; the comparison it offers is deliberately narrow and fair:
  • Anonymised rank with fixed numbers. The My performance panel shows your points, your badges, and your rank — teammates stay anonymised. The rank always matches what the supervisor board shows for you, computed against the same default ruleset, so you and your supervisor are never looking at different standings. The team-wide ranking lives on the Quality leaderboard.
  • Your own trend over fleet medians. The per-rubric list, top failure modes, and the 7/30/90-day trend compare you against yourself. The floor metrics that need site medians to be meaningful — adherence, AHT, first-response CSAT — compose on the supervisor-side per-agent view; read your rubric pass rates and trend here, and treat the comparison columns there as the context.
  • One ledger, both directions. Both cards draw from the quality pipeline: the human-graded ledger under Quality → Evaluations (with the acknowledge/appeal lifecycle you can act on) and the LLM-judged rubric outcomes the leaderboard ranks. Failing rubrics feed coaching the same way from either direction — a low score can open a coaching plan, and your scorecard confirms the recovery when the rubric climbs back out of the top-failure list.

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Why your scorecard may be blank in the first week

A new or quiet account starts empty, and the page says so honestly:
  • “No scored conversations yet” — quality management is enabled but nothing you handled has been scored in the current window. This is the cold-start state: rubric evaluations appear only after the quality pipeline scores conversations assigned to you. In the first days, widen the window from 7 to 90 days before concluding anything is wrong.
  • “Your account is still being provisioned” — a momentary state while your user record is created; refresh in a minute and the scorecard loads.
  • “Scorecard isn’t available” — quality management is not enabled for your organization; ask your admin.
None of these is a failure you can fix with your voice preferences — they resolve as evaluations accumulate, or with one admin setting.

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Where to go next

  • Read your own QM scorecard — the full guide to the scorecard: what each panel shows, who can view it, how to drill into a failed rubric, and the API equivalent.
  • Configure your voice preferences — ring modes, the follow-me ladder, delegation, and your voicemail greeting, with a verify-a-change checklist.
  • Quality leaderboard — the fleet-wide ranking your anonymised rank comes from.
  • Agent scorecard — the supervisor-side per-agent view, including the adherence/CSAT comparison strip.
  • QA Evaluations — the evaluation ledger, and the acknowledge/appeal actions you can take on your own scores.
  • The Quality hub: run the supervisor loop — the supervisor entry point to the same ledger: the hub’s counters and per-agent scorecard picker are how a supervisor watches the loop above across the whole team.