Questions

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

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

Adding a question

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

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

The type of answers you can apply to each question are explained in the table below:

Answer type

Description

Yes/No answer

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

Range answers

The calls will be rated based on the range of values defined here, e.g. range 1-10 . How well did the agent understand your requirements?

Multiple choice answers

The calls will be rated according to the choice of answer defined here, e.g. excellent, good, average, below average, very bad.

To remove a choice answer from the list, click on the icon.

Editing a question

To edit any question, select it from the list of questions available, as shown below:

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

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

How to use the score cards

Scoring a call

The score cards can be used to score the calls and run reports according to the

A sample score card showing an example of these questions in context is shown below:

Our reporting interface provides a comprehensive analysis of 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 and grouped into their respective categories.