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<a id="Overview"></a> |
Overview
The
object TIM Enterprise allows you to create your own score
, by defining cards 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 want to score
, in order to rate calls for evaluation purposes..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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| 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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| Border | false |
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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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| Border | false |
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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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| Border | false |
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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
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| Border | false |
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| URL | /download/attachments/4817806/questions_5.png |
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