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TIM Enterprise allows you to create your own score cards by defining in order to rate calls for evaluation purposes. The score cards are based on a list of questions that you can define in the directory and which must be completed afterwards for each call that you want to score, in order to rate calls for evaluation purposes..
A score card containing a list of possible questions is presented below:
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To add a
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Yes/No answer | Calls will be rated based on a yes/no answer, e.g. Was the call answered quickly?
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Range answers | Calls will be rated based on a defined range of values, e.g. How well did the agent understand the caller's requirements, on a scale of 1 to 10?
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Multiple choice answers | Calls will be rated according to a fixed set of pre-defined answers, e.g. excellent, good, average, below average, bad.
Click on the
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To score a call from an itemised report, click on it to open the call's properties windowA new window will open, where you can score the call using previously-created score cards. Click on the
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To score a call from an itemised report, click on it to display the Call detail window, then select the
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Reporting on scored calls
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