With CallReplay you have the ability to evaluate any call whether it
happens in real-time (active call), whether it is a record of a
call or conference record. This can be achieved
through customized templated questionnaires ('quality standards')
which can be linked with a particular
call.
Templated questionnaires ('quality standards') represents a set of
questions that have predefined answers and which can be grouped into
various categories depending on your particular
needs.
2 - Quality forms
Before being able to evaluate real-time calls, or their recorded
version, you must define quality forms.
To create a form
Go to Quality > Quality form.
Click Add.
Enter the name for the form.
Leave Disabled unchecked.
Click Save.
At any time you can disable a form by checking Disabled. This
will make the form and questions within unavailable to be linked
with call records.
To create a category
Go to Quality > Quality forms.
Click Edit button beside the form where you want the category
to be created.
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Click Add button.
Select Category for the drop-down menu.
Introduce the category name as you like to be refered.
Chose parent for the new category. It can be a form category or
a subcategory.
Click Ok.
You can change the parent for a category by clicking on Edit button.
To create a question:
Go to Quality > Quality forms.
Select the category where you want the question to be
Click Add button.
Select Question for the drop-down menu.
Click Ok.
3 - Reports
To view reports containing questionnaire scores, go to
Quality>Reports.
Choose report type Compare Scores, period of the report, department,
and quality standard.
To view the report press View report button.
To export the report to an excel file, press Export button.
4 - Answers
CallReplay allows the creation of custom 'answers' templates that can
be bounded with a particular question depending on specific evaluation
needs and based on the context of that question.
[To create a new answer template]{style=“text-decoration: underline;”}:
Go to Quality > Quality Standards.
Click Add button.
Enabled: Make the answer available to be bound with a question
Label: Meaningful label.
With the installation, CallReplay provides seven predefined answer
templates that can be used and which cover most of the needs.
To edit an answer template:
Go to Quality > Answers.
Select the template you want to edit.
Click Edit button.
To edit a specific lable, double click over it.
5 - Records Evaluation
The questionnaires are accessible in recordings list through extended
actions menu
Replay Calls > Call Menu
The Questionnairemenu shows the questionnaires labels with the
following information:
Evaluated questionnaires have their score displayed to the right of
the label ( ex: QS 1 ).
If a questionnaire has a 'N/A' answer, then it will be marked
and shown as incomplete ( ex: sta ).
If a questionnaire has all 'N/A' answers, the score will not be
shown and only incomplete will be displayed ( ex: QS 2 ).
For not evaluated questionnaires, only their label is shown (ex:
sta (2) ).
Evaluating Records
Once a standard is 'attached' to a record, you will not be able to
alter the standard anymore. Exception to this is that you can activate
or deactivate it.
Calculating scores
Each question can have a real score between 0 and 1 ( ex: 0.5 = 50%
). Unanswered questions have score 0.
The question's importance is a coefficient applied to the
question's score. It has one the following values:
Ignored = 0
Low = 0.5
Medium = 1
Important = 2
Questions of type text have importance 0 ( Ignored ) by default.
When calculating the total score of an evaluated questionnaire, the
following algorithm is applied:
Sum each answered question's score multiplied by its importance
Scale the result to a value between 0 and 100% based on the maximum
achievable score of the questionnaire ( sum of answered questions
importance ).
Note that if a question has 'N/A' answer, it is ignored from
evaluation's total score. It is considered as if not answered, and the
total score will scale accordingly ( for example, you can have an
evaluation score of 100% if the first question is answered '1*0'*and
the second is answered 'N/A' ).
See Reports section for details about how to generate reports.
