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This section allows you to create your own score cards , by defining a list of questions , which will be used thereafter that must be completed for each call that you score, in order to rate calls for evaluation purposes.
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| Answer type | Description | ||||||||||
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| Yes/No answer | The calls 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 Calls will be rated based on a defined range of values, e.g. range 1-10 . How On a scale of 1 to 10, how well did the agent understand your the caller's requirements?
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| Multiple choice answers | The calls Calls will be rated according to a defined choice of answerfixed set of pre-defined answers, e.g. excellent, good, average, below average, very bad.
To remove a choice an answer from the list, click on the
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Once you have created your score cards, you can use them to score any call logged in by the system, and . You can then run reports on these scored calls, in order to assess the overall performance of your staff.
Scoring a call
To score a call from the Cal Call view screen, click on the 
icon, as shown below:
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The
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Score the call using the previously-created score cards and click on the
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Reporting on scored calls
To evaluate the performance of your calls based on their assigned scores, use the the Use the
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