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<p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3N1bW1hcnlfbGlzdDpUYXNrMT1PdmVydmlld3xUYXNrMj1BZGRpbmcgYSBxdWVzdGlvbnxUYXNrMz1FZGl0aW5nIGEgcXVlc3Rpb258VGFzazQ9VXNpbmcgdGhlIHNjb3JlIGNhcmRzfQ&locale=en_GB&version=2" data-macro-name="summary_list" data-macro-parameters="Task1=Overview|Task2=Adding a question|Task3=Editing a question|Task4=Using the score cards"></p><table class="wysiwyg-macro" data-macro-name="html" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2h0bWx9&locale=en_GB&version=2); background-repeat: no-repeat;" data-macro-body-type="PLAIN_TEXT"><tr><td class="wysiwyg-macro-body"><pre><a id="Overview"></a></pre></td></tr></table><h1>Overview</h1><p>TIM Enterprise allows you to create your own score cards in order to rate calls for evaluation purposes. The score cards are based on a list of questions that you can define in the directory and which must be completed afterwards for each call that you want to score.</p><p>A score card containing a list of possible questions is presented below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yMTYyNzcwL3F1ZXN0aW9uXzEucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2162770/question_1.png"></p><table class="wysiwyg-macro" data-macro-name="html" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2h0bWx9&locale=en_GB&version=2); background-repeat: no-repeat;" data-macro-body-type="PLAIN_TEXT"><tr><td class="wysiwyg-macro-body"><pre><a id="Adding a question"></a></pre></td></tr></table><h1>Adding a question</h1><p>To add a <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPVF1ZXN0aW9ufQ&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Question"> object to the system, drill-down to the Directory level where you want to add the question and click on the <span class="reference">New object</span> tab, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yMTYyNzcwL3F1ZXN0aW9uXzIucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2162770/question_2.png"></p><p>In the new window that opens, select the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPVF1ZXN0aW9ufQ&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Question"> object from the <span class="reference">Other object</span> list, enter a relevant name and <span>c</span>lick on the <span class="button">Add</span> button, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yMTYyNzcwL3F1ZXN0aW9uXzMucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2162770/question_3.png"></p><p>The <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPVF1ZXN0aW9ufQ&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Question"> object will appear in the Directory as follows:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpVUkw9L2Rvd25sb2FkL2F0dGFjaG1lbnRzLzIxNjI3NzAvcXVlc3Rpb25fNC5wbmd9&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="URL=/download/attachments/2162770/question_4.png"></p><table class="wysiwyg-macro" data-macro-name="html" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2h0bWx9&locale=en_GB&version=2); background-repeat: no-repeat;" data-macro-body-type="PLAIN_TEXT"><tr><td class="wysiwyg-macro-body"><pre><a id="Editing a question"></a></pre></td></tr></table><h1>Editing a question</h1><p>To edit a question, locate the object in the Directory, click on it and select <span class="reference">Properties</span> from the drop-down list, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yMTYyNzcwL3F1ZXN0aW9uXzUucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2162770/question_5.png"></p><p>A new window will open, where you can edit the properties of the selected question. Each answer type is explained in the table below:</p><table class="confluenceTable"><tbody><tr><th class="confluenceTh">Answer type</th><th class="confluenceTh">Description</th></tr><tr><td class="confluenceTd"><p><strong>Yes/No answer</strong></p></td><td class="confluenceTd"><p>Calls will be rated based on a yes/no answer, e.g. Was the call answered quickly?</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yMTYyNzcwL3F1ZXN0aW9uXzYucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2162770/question_6.png"></p></td></tr><tr><td class="confluenceTd"><p><strong>Range answers</strong></p></td><td class="confluenceTd"><p>Calls will be rated based on a defined range of values, e.g. How well did the agent understand the caller's requirements, on a scale of 1 to 10?</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yMTYyNzcwL3F1ZXN0aW9uXzcucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2162770/question_7.png"></p></td></tr><tr><td class="confluenceTd"><p><strong>Multiple choice answers</strong></p></td><td class="confluenceTd"><p>Calls will be rated according to a fixed set of pre-defined answers, e.g. excellent, good, average, below average, bad.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yMTYyNzcwL3F1ZXN0aW9uXzgucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2162770/question_8.png"></p><p>Click on the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e2lubGluZWltYWdlOlVSTD0vZG93bmxvYWQvYXR0YWNobWVudHMvMTMxMDgxNS9hZGRfYnV0dG9uLnBuZ30&locale=en_GB&version=2" data-macro-name="inlineimage" data-macro-parameters="URL=/download/attachments/1310815/add_button.png"> or <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e2lubGluZWltYWdlOlVSTD0vZG93bmxvYWQvYXR0YWNobWVudHMvMTMxMDgxNS9taW51c19idXR0b24ucG5nfQ&locale=en_GB&version=2" data-macro-name="inlineimage" data-macro-parameters="URL=/download/attachments/1310815/minus_button.png"> icons, to add or remove an answer from the list.</p></td></tr></tbody></table><table class="wysiwyg-macro" data-macro-name="html" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2h0bWx9&locale=en_GB&version=2); background-repeat: no-repeat;" data-macro-body-type="PLAIN_TEXT"><tr><td class="wysiwyg-macro-body"><pre><a id="Using the score cards"></a></pre></td></tr></table><h1>Using the score cards</h1><p>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 calls, in order to assess the performance of your staff.</p><h4>Scoring a call</h4><p>To score a call from the <span class="reference">Call view</span> screen, click on the <img class="confluence-embedded-image icon confluence-external-resource" alt="Score the call" src="http://www.tri-line.com/common/img/documentation/tim_plus/score_button.png" data-image-src="http://www.tri-line.com/common/img/documentation/tim_plus/score_button.png"> icon, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yMTYyNzcwL3F1ZXN0aW9uX2NhbGxfdmlldy5wbmd9&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2162770/question_call_view.png"></p><p>A new window will open, where you can score the call using previously-created score cards. Click on the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e2J1dHRvbm1hY3JvOkxhYmVsPVNhdmV9&locale=en_GB&version=2" data-macro-name="buttonmacro" data-macro-parameters="Label=Save"> button to apply the changes.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy8yMTYyNzcwL3F1ZXN0aW9uXzkucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/2162770/question_9.png"></p><p class="tab">To score a call from an itemised report, click on it to display the <span class="reference">Call detail</span> window, then select the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e2J1dHRvbm1hY3JvOkxhYmVsPVNjb3Jpbmd9&locale=en_GB&version=2" data-macro-name="buttonmacro" data-macro-parameters="Label=Scoring"> tab to score the call.</p><h4>Reporting on scored calls</h4><p>Use the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPUNhbGwgc2NvcmluZ30&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Call scoring"> report to obtain <span>a comprehensive analysis of answers to previously-scored calls. All question types are summarised and grouped into their respective category.</span></p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc181LnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_5.png"></p><p> </p>
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