...

<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.

...

<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:

...

<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:

...

<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 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 icon, as shown below:

...

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

Score the call using the previously-created score cards and click on the

Reporting on scored calls

Use the