This section allows you to create your own score cards, by defining a list of questions, which will thereafter be used to rate calls for evaluation purposes.
To access the Questions section, click on the button from the left-hand side menu. The following screen will be displayed:
To add a new question, click on the 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 apply to each question 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. To remove a choice answer from the list, click on the |
To edit any question, select it from the list of questions available, as shown below:
The 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 button at the bottom-left corner of the window, as shown below:
The score cards can be used to score the calls and run reports according to the
A sample score card 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.