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