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

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Each answer type is explained in the table below:

Answer typeDescription

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 How well did the agent understand the caller's requirements, on a scale of 1 to 10?

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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 add an answer from to the list, click on the

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icon and to remove it, click on the 
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icon.

 

 

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