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<a id="Overview"></a>

Overview

This

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LabelQuestion
object allows you to create your own score cards by defining a list of questions that must be completed for each call that you score, in order to rate calls for evaluation purposes.

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<a id="Adding a question"></a>

Adding a question

To add a

Referencemacro
LabelQuestion
object to the system, drill-down to the Directory level where you want to add the question, and click on the New object tab, as shown below:

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HTML
<a id="Editing a question"></a>

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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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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URL/download/attachments/2162770/question_7.png

Range answers

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

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URL/download/attachments/2162770/question_8.png

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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URL/download/attachments/2162770/question_10.png

Click on the

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URL/download/attachments/1310815/add_button.png
or
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URL/download/attachments/1310815/minus_button.png
icons, to add or remove an answer choice Image Removed from the list.

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<a id="Using the score cards"></a>

Using the score cards

Once you have created your score cards, you can use them to score any call logged by the system.  You can then run reports on these scored calls, in order to assess the performance of your staff.

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