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 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 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 window, then select the
tab, as shown below:
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.