Question

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Editing a question

To configure a Question, locate the object in the Directory, click on it and select Properties from the drop-down list, as shown below:

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The

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A new window will open, where you can edit the question or modify its answer type:

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To delete a question from the list, click on the Delete button at the bottom-left corner of the window, as shown below:

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Each answer type is explained in the table below:

Answer type

Description

Yes/No answer

Calls will be rated based on a yes/no answer, e.g. Was the call answered quickly?

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Range answers

Calls will be rated based on a defined range of values, e.g. On a scale of 1 to 10, how well did the agent understand the caller's requirements?

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Multiple choice answers

Calls will be rated according to a fixed set of pre-defined answers, e.g. excellent, good, average, below average, bad.

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To remove an answer from the list, click on the

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icon.

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