| Summary_list |
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| Task1 | Overview |
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| Task2 | Adding a question |
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| Task3 | Editing a question |
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| Task4 | Using the score cards |
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<a id="Overview"></a> |
Overview
This section allows you to create your own score cards, by defining a list of questions, which will be used thereafter to rate calls for evaluation purposes.
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| Border | false |
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| URL | /download/attachments/4817806/questions_1.png |
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<a id="Adding a question"></a> |
Adding a question
To add a new question, click on the New button at the top-right of the screen, as shown below:
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| Answer type | Description |
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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? | Screenshotmacro |
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| Border | false |
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| URL | /download/attachments/4817806/questions_8.png |
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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? | Screenshotmacro |
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| Border | false |
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| URL | /download/attachments/4817806/questions_9.png |
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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. | Screenshotmacro |
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| Border | false |
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| URL | /download/attachments/4817806/questions_10.png |
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To remove a choice answer from the list, click on the | Inlineimage |
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| URL | /download/attachments/4817155/cross_button.png |
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<a id="Editing a question"></a> |
Editing a question
To edit any question, select it from the list of questions available, as shown below:
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| Border | false |
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| URL | /download/attachments/4817806/questions_11.png |
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<a id="Using the score cards"></a> |
Using the score cards
Scoring a call
Once you have created your score cards, you can use them to score any call logged in the system, either from the Cal view screen or any itemised report interface.
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