This section allows you to create your own score cards, by defining a list of questions, which will be used to rate calls for evaluation purposes.
The score cards can be used to score the calls and run reports according to the
A sample score card showing an example of these questions in context is shown below:
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Our reporting interface provides a comprehensive analysis of previously-scored calls, enabling you to quickly and easily evaluate the answers to your scored calls. All Yes/No, Range or Multiple Choice questions are summarised in a clear, easy-to-understand format.
Each question is shown separately and grouped into their respective categories.
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To access the Questions section, click on the button from the left-hand side menu. The following screen will be displayed:
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| Yes/No answer | The calls will be rated based on a yes/no answer, e.g. Was the call answered quickly?
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| Range answers | The calls will be rated based on the range of values defined here, e.g. range 1-10 . How well did the agent understand your requirements?
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| Multiple choice answers | The calls will be rated according to the choice of answer defined here, e.g. excellent, good, average, below average, very bad.
To remove a choice answer from the list, click on the
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Editing a question
To edit any question, select it from the list of questions available, as shown below:
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The
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Now you have the option to edit the question, changing the type of answer or editing the list of answers provided. Alternatively press the
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Our reporting interface provides a comprehensive analysis of previously-scored calls, enabling you to quickly and easily evaluate the answers to your scored calls. All Yes/No, Range or Multiple Choice questions are summarised in a clear, easy-to-understand format.
Each question is shown separately and grouped into their respective categories.
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<p>You can create your own score cards and rate any call for evaluation
purposes. These score cards are based on a list of Questions which
you as a user can create. </p>
<p>To add Questions, you will need to select the <span class="button">Questions</span> button from the list and the following screen will appear:</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_1.png" alt="Questions" />
<h2>Adding a question</h2>
<p>To add a new Question, just click on the <span class="button">New</span> button on the top right-hand side of the screen, as shown below:
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_6.png" alt="Questions" />
<p>The following screen will appear from where you can type in your question.</p>
<p>Then, you will need to select the type of
answer you want. Questions can have three types of answer:</p>
<ul>
<li><b>Yes/No answers</b> e.g. Was the call answered quickly?</li>
<li><b>Range answers</b> e.g. 1-10 e.g. How well did the agent understand your requirements?</li>
<li><b>Multiple choice answers</b> e.g. Excellent, Good, Average, Below average, Very bad.</li>
</ul>
<p>Once you are done, click on the <span class="button">Add</span> button, as shown below:</p>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_2.png" alt="Questions" />
<h2>Editing a question</h2>
<p>To edit any question, simply click on it from the list of the <span class="reference">Questions</span> screen, as shown below:</p>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_7.png" alt="Questions" />
<p>The following window will appear allowing you to edit this question:</p>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_3.png" alt="Questions" />
<p>You then have the option of editing the question, changing the type of answer or editing the list of answers provided.</p>
<p>Alternatively press the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/cross_button.png" /> icon to remove the available answers from the list or click on the <span class="button">Delete</span> button, at the bottom left corner of the window to delete the question itshelf.</p>
<p>A sample scorecard showing an example of these questions in context is shown below:</p>
<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_4.png" alt="Questions" />
<p>Our reporting interface provides a comprehensive analysis of
previously-scored calls, enabling you to quickly and easily evaluate
the answers to your scored calls.</p>
<p>All <b>Yes/No</b>, <b>Range</b> or <b>Multiple Choice</b> questions are
summarised in a clear, easy-to-understand format.</p>
<p>Each question is shown separately and grouped into their respective categories.</p>
<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_5.png" alt="Questions" /> |