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 either from the Cal view screen or any itemised report interface.

To score a call from the Cal view screen, click on the icon, as shown below:

The Call detail window will open, where you can select the type of question(s) you want to score the call with, as shown below:

To score a call from an itemised report interface, click on it to display the Call detail window, then select the Score tab, as shown below:

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.