A Multi-Choice question will allow the evaluator to choose as many responses as desired from the provided options. To create a Multi-Choice question for an evaluation:
- Category - Type in what category this question belongs to.
- Description - Give an optional description of what you may be looking for when answering this evaluation question.
- Question - Type in the question you would like to ask.
- Type - Select the type of question you wish this category to be. For this example, select the Multi-Choice type from the drop-down menu.
- Answer - Enter the chosen option in the field and assign the number of points for that option in the Points field located to the right. Press the + button to add as many additional choice fields as required for the question. Note: If you need to remove any of the Answer options you have created, just click on the
icon to remove it. - Total possible points - The program will automatically calculate the total number of points that can possibly be scored for this question based on the points entered for each option the evaluator can choose.
- Minimum pass points - In the first field enter the number of points that are required to be scored for the agent to pass this evaluation question. The program will automatically calculate what that is as a percentage. Alternatively, if you know what percentage you would like to be a minimum pass enter that into the field to the right of the % sign and the program will automatically calculate what the minimum number of points they need to score would be.
There are also some optional fields that can be included for each question. If you wish to enable these fields, place a checkmark in the desired checkbox. The optional bonus fields are as follows:
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Use the Multi Choice category type to create multiple-choice type of evaluation questions where several choices can be made.
To create a Multi Choice question for an evaluation:
- From the Type list, click Multi Choice.
- Enter the applicable information in the following boxes:
- Category: A name for this category
- Description: The purpose of this category. Not visible to the evaluator.
- Public Description: The purpose of this category. Visible to the evaluator.
- Question: The question to be answered by the evaluator.
- Answer: The first option for the question asked. In the box to the right, enter the number of points that this answer is worth. Click
to add another answer and assign points to it. Continue until you have added all the answers you want. You can use the 
and 
arrows to change the order of the answers, if necessary. Click 
to delete any answers you don't want to use.
Note: If you want points to be deducted from the question if an certain answer is selected, you can assign a negative value to the answer. - Total possible points (calculated automatically): The maximum amount of evaluation points that this question can earn. Based on the values entered in the Points boxes.
- Minimum pass points: The minimum number of evaluation points required to pass this category. The equivalent percentage is calculated automatically based on the minimum pass points that you enter.
- Add [ Not Applicable ] as one of the answers: Allows the evaluator to answer with an N/A if none of the answers provided is applicable.
- (Optional) Select one or more of the following check boxes:
- Include Comments field: Adds a comments box for the evaluator to enter any observations.
- Include ad hoc bonus points: Lets the evaluator add extra bonus points to a question. Here are two examples: an agent went above and beyond and the evaluator feels they deserve some bonus points
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- ; an agent had to deal with a particularly difficult customer and kept their
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- coo.
- Can set
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- auto failure
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- : Lets the evaluator choose to automatically fail the agent, even if the agent passed the question or the entire evaluation. Useful when an agent has committed a grievous mistake when dealing with a customer and cannot be allowed to receive a passing score.
- Make this question optional: Lets the evaluator choose to skip this question. The final score will not be affected by not answering this question.
- Click Update when done.
The following is an example of
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a completed Multi
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Choice category question
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:
Note: When creating a Multi-Choice question, you may also select that Not Applicable by one of the choices for an answer by putting a checkmark in the Add [ Not Applicable ] as one of the answers checkbox. In the question used above, you may want to include Not Applicable as one of the answers in case the customer hung up on the agent, for example. The agent not having an appropriate closing remark was not the fault of the agent in this case.
When you are satisfied with your evaluation question, click Update and your question will be added to the evaluation.
After clicking Update, the category question is added to the template, as shown in the following example:
