<a id="Overview"></a> |
This section allows you to create your own score cards by defining a list of questions that must be completed for each call that you score, in order to rate calls for evaluation purposes.
To access the section, click on the button on the left-hand side menu. The following screen will be displayed:
<a id="Adding a question"></a> |
To add a 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:
Each answer type is explained in the table below:
| Answer type | Description |
|---|---|
| Yes/No answer | Calls will be rated based on a yes/no answer, e.g. Was the call answered quickly? |
| Range answers | Calls will be rated based on a defined range of values, e.g. On a scale of 1 to 10, how well did the agent understand the caller's requirements? |
| Multiple choice answers | Calls will be rated according to a fixed set of pre-defined answers, e.g. excellent, good, average, below average, bad. To remove an answer from the list, click on the |
<a id="Editing a question"></a> |
To edit a question, click on it to select it from the list of available questions, as shown below:
The window will open, where you can edit the question 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:
<a id="Using the score cards"></a> |
Once you have created your score cards, you can use them to score any call logged by the system. You can then run reports on these scored calls, in order to assess the performance of your staff.
To score a call from the Call view screen, click on the 
icon, as shown below:
The window will open, where you can score the call using the previously-created score cards, 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:
Score the call using the previously-created score cards and click on the button, as shown below:
Use the report to obtain a comprehensive analysis of answers to previously-scored calls. All question types are summarised and grouped into their respective category.