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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. 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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<a id="Using the score cards"></a> |
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Once you have created your score cards, you can use them to score any call logged by the system. You can , and then run reports on these scored calls, in order to assess the performance of your staff.
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To score a call from an itemised listreport, click on it to open the callscall's properties window, where you can score the call using previously-created score cards. Click
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Reporting on scored calls
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