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This section allows you to create your own score cards, by defining a list of questions, which will be used 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:

A new window will appear, where you can enter your question and type of answer.

Adding a question

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

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

The type of answers you can choose from are explained in the table below:

Answer type	Description
Yes/No answer	The calls will be rated based on a yes/no answer, e.g. Was the call answered quickly?
Range answers	The calls will be rated based on the range of values defined here, e.g. range 1-10 . How well did the agent understand your requirements?
Multiple choice answers	The calls will be rated according to the choice of answer defined here, e.g. excellent, good, average, below average, very bad.

Once you have configured the questions, click on the Add button, as shown below:

Editing a question

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

The following window will appear allowing you to edit this question:

Now you have the option to edit the question, changing the type of answer or editing the list of answers provided. Alternatively press the icon to remove the available answers from the list, or click on theDeletebutton, at the bottom left corner of the window to delete the question itself.

A sample scorecard showing an example of these questions in context is shown below:

Our reporting interface provides a comprehensive analysis of previously-scored calls, enabling you to quickly and easily evaluate the answers to your scored calls. All Yes/No, Range or Multiple Choice questions are summarised in a clear, easy-to-understand format.

Each question is shown separately and grouped into their respective categories.

<p>You can create your own score cards and rate any call for evaluation
purposes. These score cards are based on a list of Questions which
you as a user can create. </p>

<p>To add Questions, you will need to select the <span class="button">Questions</span> button from the list and the following screen will appear:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_1.png" alt="Questions" />

<h2>Adding a question</h2>

<p>To add a new Question, just click on the <span class="button">New</span> button on the top right-hand side of the screen, as shown below:

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_6.png" alt="Questions" />

<p>The following screen will appear from where you can type in your question.</p>

<p>Then, you will need to select the type of
answer you want. Questions can have three types of answer:</p>

<ul>
	<li><b>Yes/No answers</b>  e.g. Was the call answered quickly?</li>
	<li><b>Range answers</b> e.g. 1-10 e.g. How well did the agent understand your requirements?</li>
	<li><b>Multiple choice answers</b>  e.g. Excellent, Good, Average, Below average, Very bad.</li>
</ul>

<p>Once you are done, click on the <span class="button">Add</span> button, as shown below:</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_2.png" alt="Questions" />

<h2>Editing a question</h2>

<p>To edit any question, simply click on it from the list of the <span class="reference">Questions</span> screen, as shown below:</p> 

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_7.png" alt="Questions" />

<p>The following window will appear allowing you to edit this question:</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_3.png" alt="Questions" />

<p>You then have the option of editing the question, changing the type of answer or editing the list of answers provided.</p>

<p>Alternatively press the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/cross_button.png" /> icon to remove the available answers from the list or click on the <span class="button">Delete</span> button, at the bottom left corner of the window to delete the question itshelf.</p>

<p>A sample scorecard showing an example of these questions in context is shown below:</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_4.png" alt="Questions" />

<p>Our reporting interface provides a comprehensive analysis of
previously-scored calls, enabling you to quickly and easily evaluate
the answers to your scored calls.</p>

<p>All <b>Yes/No</b>, <b>Range</b> or <b>Multiple Choice</b> questions are
summarised in a clear, easy-to-understand format.</p>

<p>Each question is shown separately and grouped into their respective categories.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_5.png" alt="Questions" />