The Category field of the A Category on an evaluation template is used to describe what the type of question questions you will be asking ask on the evaluation, and it is a way to put your of placing questions in an organized way. It is important to make your Category something that is recognizable at a quick glance when you are doing the evaluation as , since it is the category and , and not the question itself, that the an agent will be scored on.
For example:,
By naming the category for this question Opening/Greeting it allows the person who is doing the evaluation , the evaluator will be able to clearly and easily see what this question pertains to and when . When looking at the evaluation as a whole, you the evaluator can quickly tell how the agent did in a particular category without having to open the whole entire question.It is important to note that you
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You can only have one question per category |
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. We recommend to using the same category twice. |
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In addition, ensure that you are gearing the |
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category and question towards the type of answer you are looking for. If you are looking for a Yes/No answer, make sure that |
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the question is phrased in such a way that it suits that type of response. |
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