Questions

This section allows you to create your own score cards, by defining a list of questions, which will be used thereafter to rate calls for evaluation purposes.

To access the Questions section, click on the Questions button from the left-hand side menu. The following screen will be displayed:

Adding a question

To add a new question, click on the New button at the top-right of the screen, as shown below:

The Question settings window will appear, where you can enter your question and define its answer type:

The type of answers you can apply to each question are explained in the table below:

Editing a question

To edit any question, select it from the list of questions available, as shown below:

The Question settings window will open, where you can edit the question itself or modify its answer type:

To delete a question from the list, click on the Delete button at the bottom-left corner of the window, as shown below:

Using the score cards

Scoring a call

Once your score cards have been created, you can score any call logged in the system.

To score a call, click on it from the  Cal view screen or any itemised report to display the Call detail window. Click on the Score tab where you can select the type of question(s) you want to score the call with, as shown below:

Reporting on scored calls

To evaluate your calls based on the assigned scores, use the the Call scoring report type. This report provides a comprehensive analysis of 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 respective category.