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| Task1 | Overview |
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| Task2 | Adding a question |
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| Task3 | Editing a question |
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| Task4 | Using the score cards |
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<a id="Overview"></a> |
Overview
This section allows you to create your own score cards , by defining a list of questions , which will be used thereafter that must be completed for each call that you score, in order to rate calls for evaluation purposes.
To access the Questions the
section, click on the
Questions button
from on the left-hand side menu. The following screen will be displayed:
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<a id="Adding a question"></a> |
Adding a question
To add a new question, click on the New button at the top-right of the screen, as shown below:
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The type of answers you can apply to each question are Each answer type is explained in the table below:
| Answer type | Description |
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| Yes/No answer | The calls 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/4817806/questions_8.png |
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| Range answers | The calls Calls will be rated based on the a defined range of values defined here, e.g. range 1-10 . How On a scale of 1 to 10, how well did the agent understand your the caller's requirements? | Screenshotmacro |
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| URL | /download/attachments/4817806/questions_9.png |
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| Multiple choice answers | The calls Calls will be rated according to the choice of answer defined herea fixed set of pre-defined answers, e.g. excellent, good, average, below average, very bad. | Screenshotmacro |
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| URL | /download/attachments/4817806/questions_10.png |
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To remove a choice an answer from the list, click on the | Inlineimage |
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| URL | /download/attachments/4817155/cross_button.png |
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Editing a question
To edit any a question, click on it to select it from the list of available questions available, as shown below:
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The
window will open, where you can edit the question
itself or modify its answer type:
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Using the score cards
Once you have created your score cards, you can use them to score any call logged in by the system, either from the Cal view screen or any itemised report interface.. 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 Cal Call view screen, click on the 
icon, as shown below:
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The
window will open, where you can
select the type of question(s) you want to score the call
withusing the previously-created score cards, as shown below:
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To score a call from an itemised report interface, click on it to display the
window, then select the
tab, as shown below:
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Select the type of question(s) you want to score the call with, then click on the
button, as shown below:| Screenshotmacro |
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Reporting on scored calls
To evaluate your calls based on their assigned scores, use the the Use the
report
type. This report provides to obtain a comprehensive analysis of answers to previously-scored calls, enabling you evaluate the answers of your scored calls. All question types are summarised in a clear and easy-to-understand format and each question is shown separately, grouped into its their respective category.| Screenshotmacro |
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| URL | /download/attachments/4817806/questions_5.png |
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