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

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Overview

This section allows you to create your own score cards , by defining a list of questions , which will be used thereafter that must be completed for each call that you score, in order to rate calls for evaluation purposes.

To access the Questions the 

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

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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 typeDescription
Yes/No answer

The calls Calls will be rated based on a yes/no answer, e.g. Was the call answered quickly?

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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?

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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.

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To remove a choice an answer from the list, click on the 

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icon.

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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 

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

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Scoring a call

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Using the score cards

Once you have created your score cards have been created, you can use them to score any call logged in by the system either the Cal view screen or any itemised report interface.. 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 Cal Call view screen, click on the Score the call icon, as shown below:

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The

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

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

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LabelCall detail
window. Click on , then select the
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LabelScore
tab where you can select the type of question(s) you want to score the call with, as shown below:

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Reporting on scored calls

To evaluate your calls based on the assigned scores, use the the Use the

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LabelCall scoring
report type. This report provides to obtain a comprehensive analysis of answers to previously-scored calls, enabling you evaluate the answers of your scored calls. All question types are summarised in a clear and easy-to-understand format and each question is shown separately, grouped into its their respective category.

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