...
| HTML |
|---|
<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
| Referencemacro | ||
|---|---|---|
|
...
| HTML |
|---|
<a id="Adding a question"></a> |
Adding a question
To add a new question, click on the button at the top-right of the screen, as shown below:
...
| Screenshotmacro | ||||
|---|---|---|---|---|
|
The type of answers you can apply to each question are Each answer type is explained in the table below:
| Answer type | Description | ||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| Yes/No answer | The calls Calls will be rated based on a yes/no answer, e.g. Was the call answered quickly?
| ||||||||||
| 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?
| ||||||||||
| 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.
To remove a choice an answer from the list, click on the
|
| 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:
...
The
| Referencemacro | ||
|---|---|---|
|
...
| 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 in by the system and report on them . You can then run reports on these scored calls, in order to assess the overall performance of your staff.
Scoring a call
To score a call from the Cal Call view screen, click on the 
icon, as shown below:
...
The
| Referencemacro | ||
|---|---|---|
|
...
To score a call from an itemised report interface, click on it to display the
| Referencemacro | ||
|---|---|---|
|
| Tabmacro | ||
|---|---|---|
|
| Screenshotmacro | ||||
|---|---|---|---|---|
|
Score the call using the previously created score cards and click on the
| Buttonmacro | ||
|---|---|---|
|
| Screenshotmacro | ||||
|---|---|---|---|---|
|
Reporting on scored calls
To evaluate the performance of your calls based on their assigned scores, use the the Use the
| Referencemacro | ||
|---|---|---|
|
| Screenshotmacro | ||||
|---|---|---|---|---|
|