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:
this picture is just a place holder...
- 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 choice option in the field and assign the number of points for that option in the Points field locate 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:
- Include Comments field - This will include a field for the evaluator to add additional comments for the agent regarding this evaluation question
- Include ad hoc bonus points - This allows for the evaluator to add extra bonus points to a question. For example, if an agent went above and beyond and the evaluator feels they deserve some bonus points, or if an agent had to deal with a particularly difficult customer and kept their cool, etc.
- Can set to auto failure - This allows for the option to make this question be an auto failure question, which means that even if an agent scores perfectly on the question, or evaluation as a whole, but committed a cardinal sin while dealing with the customer, they will automatically fail the entire evaluation.
The following is an example of how a completed Multi Choice category question may look like:
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.
