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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 to rate calls for evaluation purposes.

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


Adding a question

To add a 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:


Each answer type is explained in the table below:

Answer typeDescription
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 a defined range of values, e.g. range 1-10 . How well did the agent understand your requirements?


Multiple choice answers

The calls will be rated according to a defined choice of answer, 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 a question, click on it to select it from the list of available questions, as shown below:


The Question settings window will open, where you can edit the question 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:


Using the score cards

Once you have created your score cards, you can use them to score any call logged in the system, and then run reports on these calls in order to assess the overall performance of your staff.

Scoring a call

To score a call from the Cal view screen, click on the Score the call icon, as shown below:


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


To score a call from an itemised report interface, click on it to display the Call detail window, then select the Score tab, as shown below:


Score the call using the previously created score cards and click on the Save button, as shown below:


Reporting on scored calls

To evaluate the performance of your calls based on their assigned scores, use the the Call scoring report type. This report provides a comprehensive analysis of 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 respective category.


 

 

 

 

 

 

 

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