Questions

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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:

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

Referencemacro
Label Call detail

window, then select the

Tabmacro
Label Score

tab, as shown below:

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

Buttonmacro
Label Save

button, as shown below:

Screenshotmacro
Border false URL /download/attachments/4817806/questions_4.png

 

Reporting on scored calls

Use the

Referencemacro
Label Call 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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Border false URL /download/attachments/4817806/questions_5.png