Tag
scoring
5 posts.
How to score a call on the QC scorecard screen
Open a claimed call, enter a point value for each checkpoint, watch for Instant-Kill items, verify against the recording, then finish.
Read postWhen to use the RELEASE button on a QC call
The red RELEASE button hands a claimed call back to the queue unfinished and clears your scores — here is when that is the right move.
Read postHow to finish a call in Quality Control
The green FINISH button commits your scores, marks the record reviewed, and drops the call out of your claimed queue — here is when to press it.
Read postHow checkpoint points work when scoring a call
Each QC checkpoint has a maximum point value, and the reviewer enters any whole number up to it. Here is how scoring works.
Read postHow survey point totals are calculated on the Callmenu Survey Report
TOTAL POINTS on the CallMenu Survey Report is simply the sum of the numeric values for every survey prompt a caller reached on the call.
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