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 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:
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 screen or any itemised report to display the
window. Click on the
tab where you can select the type of question(s) you want to score the call with, as shown below:
To evaluate your calls based on the assigned scores, use the the 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.