...
| HTML |
|---|
<a id="Overview"></a> |
Overview
This section TIM Enterprise allows you to create your own score cards by defining in order to rate calls for evaluation purposes. The score cards are based on a list of questions that you can define in the directory and which must be completed afterwards for each call that you score, in order to rate calls for evaluation purposes.To access the
section, click on the Questions button on the left-hand side menu. The following screen will be displayedwant to score.A score card containing a list of possible questions is presented below:
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/48178062162770/questionsquestion_1.png |
|---|
|
| HTML |
|---|
<a id="Adding a question"></a> |
Adding a question
To add a question,
object to the system, drill-down to the Directory level where you want to add the question and click on the
New button at the top-right of the screen, object tab, as shown below:| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/2162770/question_2.png |
|---|
|
In the new window that opens, select the
object from the Other object list, enter a relevant name and click on the Add button, as shown below:
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/48178062162770/questionsquestion_63.png |
|---|
|
The The
window will appear, where you can enter your question and define its answer type object will appear in the Directory as follows:| Screenshotmacro |
|---|
| URL | /download/attachments/2162770/question_4.png |
|---|
|
| HTML |
|---|
<a id="Editing a question"></a> |
Editing a question
To edit a question, locate the object in the Directory, click on it and select Properties from the drop-down list, as shown below:
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/48178062162770/questionsquestion_25.png |
|---|
|
A new window will open, where you can edit the properties of the selected question. 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? | Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/48178062162770/questionsquestion_86.png |
|---|
|
|
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? | Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/48178062162770/questionsquestion_97.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. | Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/48178062162770/questionsquestion_108.png |
|---|
|
To remove an answer from the list, click on the Click on the | Inlineimage |
|---|
| URL | /download/attachments/48171551310815/crossadd_button.png |
|---|
|
icon. or |
| HTML |
|---|
<a id="Editing a question"></a> |
Editing a question
To edit a question, click on it to select it from the list of available questions, as shown below:
| Inlineimage |
|---|
| URL | /download/attachments/ |
|---|
|
|
...
...
...
The
window will open, where you can edit the question or modify its answer type:| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817806/questions_3.png |
|---|
|
To delete a question from the list, click on the Delete button at the bottom-left corner of the window, as shown below:
...
icons, to add or remove an answer from the list. |
| HTML |
|---|
<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 You can then run reports on these scored calls, in order to assess the performance of your staff.
Scoring a call
To score a call from the Call view screen, click on the 
icon, as shown below:
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/48178062162770/questionsquestion_12call_view.png |
|---|
|
The
A new window will open, where you can score the call using
the previously-created score cards
, as shown below:. Click on the button to apply the changes.| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/48178062162770/questionsquestion_139.png |
|---|
|
To score a call from an itemised report
...
, click on it to display the
...
Call detail
...
window, then select
...
the
...
| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817806/questions_14.png |
|---|
|
Score the call using the previously-created score cards and click on the
button, as shown below:...
...
tab to score the call.Reporting on scored calls
Use the
report to obtain
a comprehensive analysis of answers to previously-scored calls. All question types are summarised and grouped into their respective category.| Screenshotmacro |
|---|
| Border | false |
|---|
| URL | /download/attachments/4817806/questions_5.png |
|---|
|