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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.
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<a id="Adding a question"></a> |
Adding a question
To add a question, click on the button at the top-right of the screen, as shown below:
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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?
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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?
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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.
To remove a choice an answer from the list, click on the
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Editing a question
To edit a question, click on it to select it from the list of available questions, as shown below:
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<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 . 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:
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To score a call from an itemised report interface, click on it to display the
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Score the call using the previously created score cards and click on the
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Reporting on scored calls
To evaluate the performance of your calls based on their assigned scores, use the the Use the
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