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Summary_list
Task1Overview
Task2Adding a question
Task3Editing a question
Task4Using the score cards

HTML
<p>You can create your own score cards and rate any call for evaluation
purposes. These score cards are based on a list of Questions which
you as a user can create. </p>

<p>To add Questions, you will need to select the <span class="button">Questions</span> button from the list and the following screen will appear:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_1.png" alt="Questions" />

<h2>Adding a question</h2>

<p>To add a new Question, just click on the <span class="button">New</span> button on the top right-hand side of the screen, as shown below:

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_6.png" alt="Questions" />

<p>The following screen will appear from where you can type in your question.</p>

<p>Then, you will need to select the type of
answer you want. Questions can have three types of answer:</p>

<ul>
	<li><b>Yes/No answers</b>  e.g. Was the call answered quickly?</li>
	<li><b>Range answers</b> e.g. 1-10 e.g. How well did the agent understand your requirements?</li>
	<li><b>Multiple choice answers</b>  e.g. Excellent, Good, Average, Below average, Very bad.</li>
</ul>

<p>Once you are done, click on the <span class="button">Add</span> button, as shown below:</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_2.png" alt="Questions" />

<h2>Editing a question</h2>

<p>To edit any question, simply click on it from the list of the <span class="reference">Questions</span> screen and its window will appear as in the example below:</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_3.png" alt="Questions" />

<p>You then have the option of editing the question, changing the type of answer or editing the list of answers provided.</p>

<p>Alternatively press the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/cross_button.png" /> icon to remove the question from the list altogether.</p>

<p>A sample scorecard showing an example of these questions in context is shown below:</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_4.png" alt="Questions" />

<p>Our reporting interface provides a comprehensive analysis of
previously-scored calls, enabling you to quickly and easily evaluate
the answers to your scored calls.</p>

<p>All <b>Yes/No</b>, <b>Range</b> or <b>Multiple Choice</b> questions are
summarised in a clear, easy-to-understand format.</p>

<p>Each question is shown separately and grouped into their respective categories.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/questions_5.png" alt="Questions" />
<a id="Overview"></a>

Overview

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 

Referencemacro
LabelQuestions
section, click on the Questions button on the left-hand side menu. The following screen will be displayed:

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URL/download/attachments/4817806/questions_1.png

HTML
<a id="Adding a question"></a>

Adding a question

To add a question, click on the New button at the top-right of the screen, as shown below:

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URL/download/attachments/4817806/questions_6.png

The

Referencemacro
LabelQuestion settings
window will appear, where you can enter your question and define its answer type:

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URL/download/attachments/4817806/questions_2.png

Each answer type is explained in the table below:

Answer typeDescription
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. On a scale of 1 to 10, how well did the agent understand the caller's requirements?

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URL/download/attachments/4817806/questions_9.png

Multiple choice answers

Calls will be rated according to a fixed set of pre-defined answers, e.g. excellent, good, average, below average, bad.

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URL/download/attachments/4817806/questions_10.png

To remove an answer from the list, click on the 

Inlineimage
URL/download/attachments/4817155/cross_button.png
icon.

HTML
<a id="Editing a question"></a>

Editing a question

To edit a question, click on it to select it from the list of available questions, as shown below:

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URL/download/attachments/4817806/questions_7.png

The 

Referencemacro
LabelQuestion settings
window will open, where you can edit the question or modify its answer type:

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URL/download/attachments/4817806/questions_3.png

To delete a question from the list, click on the Delete button at the bottom-left corner of the window, as shown below:

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URL/download/attachments/4817806/questions_11.png

HTML
<a id="Using the score cards"></a>

Using the score cards

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.

Scoring a call

To score a call from the Call view screen, click on the Score the callImage Added icon, as shown below:

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URL/download/attachments/4817806/questions_12.png

The

Referencemacro
LabelCall detail
window will open, where you can score the call using the previously-created score cards, as shown below:

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URL/download/attachments/4817806/questions_13.png

To score a call from an itemised report, click on it to display the

Referencemacro
LabelCall detail
window, then select the
Tabmacro
LabelScore
tab, as shown below:

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URL/download/attachments/4817806/questions_14.png

 

Reporting on scored calls

Use the

Referencemacro
LabelCall scoring
report to obtain a comprehensive analysis of answers to previously-scored calls. All question types are summarised and grouped into their respective category.

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URL/download/attachments/4817806/questions_5.png