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TIM Enterprise allows you to create your own score cards in order to rate calls for evaluation purposes, by defining . 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.
A score card containing a list of possible questions is presented below:
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To add a
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Yes/No answer | Calls will be rated based on a yes/no answer, e.g. Was the call answered quickly?
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Range answers | 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?
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Multiple choice answers | Calls will be rated according to a fixed set of pre-defined answers, e.g. excellent, good, average, below average, bad.
Click on the
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To score a call from an itemised report, click on it to open the call's properties windowA new window will open, where you can score the call using previously-created score cards. Click on the
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To score a call from an itemised report, click on it to display the Call detail window, then select the
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Reporting on scored calls
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