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<a id="Overview"></a> |
Overview
This
object 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.want to score.A score card containing a list of possible questions is presented below:
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| URL | /download/attachments/2162770/question_1.png |
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To add a
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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In the new window that opens, select the Question the
object from the
Other object list, enter a relevant name and
click on the
Add button, as shown below:
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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 |
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Yes/No answer | Calls will be rated based on a yes/no answer, e.g. Was the call answered quickly? | Screenshotmacro |
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| URL | /download/attachments/2162770/question_6.png |
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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? | Screenshotmacro |
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| URL | /download/attachments/2162770/question_7.png |
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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. | Screenshotmacro |
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| Border | false |
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| URL | /download/attachments/2162770/question_8.png |
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Click on the | Inlineimage |
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| URL | /download/attachments/1310815/add_button.png |
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or | Inlineimage |
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| URL | /download/attachments/1310815/minus_button.png |
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icons, to add or remove an answer from the list. |
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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 then run reports on these 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:
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| URL | /download/attachments/2162770/question_call_view.png |
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To score a call from an itemised report, click on it to open the call's properties windowA new window will open, where you can score the call using previously-created score cards. Click on the
button to apply the changes.
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| URL | /download/attachments/2162770/question_9.png |
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To score a call from an itemised report, click on it to display the Call detail window, then select the
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 |
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| Border | false |
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| URL | /download/attachments/4817806/questions_5.png |
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