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The 'Questionnaires' are the basic building blocks for any 'Evaluation' and some thought needs to go into framing the question so that meaningful, quantifiable and objective answers can be obtained. Before any attempt is made to configure an 'Evaluation' 'Questionnaire', we suggest you spend some time familiarizing yourself with the subject or campaign to be reviewed, and listen to a few 'Call Recordings' to get a 'feel' for the subject and to enable a valid and meaningful 'Questionnaire' to be configured. Note: Before you attempt to create a new 'Questionnaire' we would strongly recommend drafting out the exact form the'Evaluation' will take on paper Note: You can only modify ('Edit') an existing 'Questionnaire' if it is not being used by an 'Evaluation'. As soon as you associate a 'Questionnaire' with an 'Evaluation' the 'Questionnaire' is locked and you cannot make any changes to the settings. The only way to unlock a 'Questionnaire' is to delete the 'Evaluation' it is associated with |
Note: The 'Evaluation' option will only be displayed on the menu if the 'User' has the appropriate permission |
If you wish to create a new 'Questionnaire', you can either duplicate an existing one (by clicking the check-box against the chosen item and clicking 'Duplicate Questionnaire') or start from scratch by clicking the 'Create Questionnaire' button... |
The first step is to give the 'Questionnaire' a meaningful name and a brief description explaining the function of the 'Questionnaire'. In this example, a generic Telesales Campaign 'Questionnaire' is being created to act as a template for subsequent Agent evaluations relating to specific sales drives. Once you have filled in the 'Name' and 'Description' fields you click the 'Add Question' button... |
The first field is the actual 'Question', which forms the basis of this portion of the 'Evaluation' process. The second field is the 'Question Type', which in this example is the simple 'Yes/No'. The next two fields are the scores allocated to each of the two possible answers. The final field contains the 'Guidance Notes', which will be displayed during the process of the 'Call Recording' 'Evaluation'. |
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 The 'Value' 'Question Type' has a 'Maximum' and 'Minimum' 'Value' and the person running the 'Evaluation' selects a 'Value' for the scoring between these two figures. |
Note: You cannot use decimal values in the 'Score' fields. |
 The 'Checkbox Group' scoring enables you to create a multiple scoring of the 'Question' because the person evaluating the 'Call Recording' can select as many of the check-boxes as are applicable to the answer. The 'Score' could be the same for all the options or different, depending on the 'tariff' value you assign as the 'Score'. |
You can remove a 'Question' by selecting it then clicking the 'Delete' button. You repeat the above process until you have completed the new 'Questionnaire'. Click 'Save' to close the 'Questionnaire Wizard'. |
To open the 'Questionnaires' page, select 'Questionnaires' from the 'Evaluation' option of the 'record' drop-menu.
When the 'Questionnaire Management' page opens for the first time, you will see a single example 'Questionnaire' listed.
... to open the 'Questionnaire Wizard'.
... to add the first 'Question', which in this example is a simple 'Yes/No' type.
The 'Question Type' drop menu offers you the choice of: -
When you select 'Radio Group' as the 'Question Type' the system automatically presents you with the first blank 'Name' and 'Score' fields. To add additional 'Radio' buttons to the 'Question', click the '+' button on the right of the'Question Type' drop-menu.
If you want to change the order of the 'Questions', you simply select the one you wish to move and click the 'Up' or'Down' buttons.