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| Task1 | Overview |
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| Task2 | Adding a question |
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| Task3 | Editing a question |
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| Task4 | Using the score cards |
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<a id="Overview"></a> |
Overview
This section allows you to create your own score cards , by defining a list of questions , which will thereafter be used that must be completed for each call that you score, in order to rate calls for evaluation purposes.
To access the Questions the
section, click on the
Questions button
from on the left-hand side menu. The following screen will be displayed:
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| URL | /download/attachments/4817806/questions_1.png |
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<a id="Adding a question"></a> |
Adding a question
To add a new question, click on the New button at the top-right of the screen, as shown below:
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The type of answers you can apply to each question are Each answer type is explained in the table below:
| Answer type | Description |
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| Yes/No answer | The calls Calls will be rated based on a yes/no answer, e.g. Was the call answered quickly? | Screenshotmacro |
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| URL | /download/attachments/4817806/questions_8.png |
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| Range answers | The calls Calls will be rated based on the a defined range of values defined here, e.g. range 1-10 . How On a scale of 1 to 10, how well did the agent understand your the caller's requirements? | Screenshotmacro |
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| URL | /download/attachments/4817806/questions_9.png |
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| Multiple choice answers | The calls Calls will be rated according to the choice of answer defined herea fixed set of pre-defined answers, e.g. excellent, good, average, below average, very bad. | Screenshotmacro |
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| URL | /download/attachments/4817806/questions_10.png |
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To remove a choice an answer from the list, click on the | Inlineimage |
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| URL | /download/attachments/4817155/cross_button.png |
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<a id="Editing a question"></a> |
Editing a question
To edit any a question, click on it to select it from the list of available questions available, as shown below:
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The
window will open, where you can edit the question
itself or modify its answer type:
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| URL | /download/attachments/4817806/questions_11.png |
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How to use the score cards
Scoring a call
Once your score cards have been created, you can score any logged in the system.
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<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 
Image Added icon, as shown below:
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| URL | /download/attachments/4817806/questions_12.png |
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The
window will open, where you can score the call using the previously-created score cards, as shown below:| Screenshotmacro |
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| URL | /download/attachments/4817806/questions_13.png |
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To score a call from an itemised report, click on it to display the
window
and click on , then select the
tab, as shown below:
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| URL | /download/attachments/4817806/questions_414.png |
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Select the type of question(s) you want to score the call with and
Reporting on scored calls
Our reporting interface provides Use the
report to obtain a comprehensive analysis of answers to previously-scored calls, enabling you to quickly and easily evaluate the answers to your scored calls. All Yes/No, Range or Multiple Choice questions are summarised in a clear, easy-to-understand format.Each question is shown separately . All question types are summarised and grouped into their respective categoriescategory.| Screenshotmacro |
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| URL | /download/attachments/4817806/questions_5.png |
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