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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>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.</p><p>To access the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPVF1ZXN0aW9uc30&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Questions"> section, click on the <span class="button">Questions</span> button on the left-hand side menu. The following screen will be displayed:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc18xLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_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 question, click on the <span class="button">New</span> button at the top-right of the screen, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc182LnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_6.png"></p><p>The <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPVF1ZXN0aW9uIHNldHRpbmdzfQ&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Question settings"> window will appear, where you can enter your question and define its answer type:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc18yLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_2.png"></p><p>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"><strong>Yes/No answer</strong></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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc184LnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_8.png"></p></td></tr><tr><td class="confluenceTd"><strong>Range answers</strong></td><td class="confluenceTd"><p>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?</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc185LnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_9.png"></p></td></tr><tr><td class="confluenceTd"><strong>Multiple choice answers</strong></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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc18xMC5wbmd9&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_10.png"></p><p>To remove an answer from the list, click on the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e2lubGluZWltYWdlOlVSTD0vZG93bmxvYWQvYXR0YWNobWVudHMvNDgxNzE1NS9jcm9zc19idXR0b24ucG5nfQ&locale=en_GB&version=2" data-macro-name="inlineimage" data-macro-parameters="URL=/download/attachments/4817155/cross_button.png"> icon.</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="Editing a question"></a></pre></td></tr></table><h1>Editing a question</h1><p>To edit a question, click on it to select it from the list of available questions, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc183LnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_7.png"></p><p>The <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPVF1ZXN0aW9uIHNldHRpbmdzfQ&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Question settings"> window will open, where you can edit the question or modify its answer type:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc18zLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_3.png"></p><p>To delete a question from the list, click on the <span class="button">Delete</span> button at the bottom-left corner of the window, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc18xMS5wbmd9&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_11.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="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 scored 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=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc18xMi5wbmd9&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_12.png"></p><p>The <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPUNhbGwgZGV0YWlsfQ&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Call detail"> window will open, where you can score the call using the previously-created score cards, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc18xMy5wbmd9&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_13.png"></p><p>To score a call from an itemised report, click on it to display the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPUNhbGwgZGV0YWlsfQ&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Call detail"> window, then select the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3RhYm1hY3JvOkxhYmVsPVNjb3JlfQ&locale=en_GB&version=2" data-macro-name="tabmacro" data-macro-parameters="Label=Score"> tab, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3ODA2L3F1ZXN0aW9uc18xNC5wbmd9&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817806/questions_14.png"></p><p> </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 style="font-size: 10.0pt;line-height: 13.0pt;">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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