Scoring Modes
You must have the default Administrator role or a custom role that includes the following permissions to create scoring modes:
- Quality > Evaluations > Full Control
- Quality > Evaluation Forms > Full Control
From the questions collected in the Planning Quality Evaluations step, determine whether the same answer sets and scoring methods can be used for multiple questions, such as a drop down list using the same answer choices, etc. These types of answers are likely to be used globally across your quality evaluation forms and can be preset as a Scoring Modes.
Some typical examples of global Scoring Modes may include, but are not limited to:
- True/False: True = 100% of points; False = 0% of points
- Scale: Excellent (100% of points), Good (75% of points), Fair (50% of points), Bad (25% of points), Poor (0% of points)
- All/None of the above: Checked data (45% of points), Confirmed with Customer (45% of points), All of the above (100% of points), None of the above (0% of points)
- Single-Choice answers: Stated Once (100% of points), Stated Twice (50% of points), Stated Three or more times (0% of points).
- Qualified Yes/No answers: Yes, completed full form (100%); Yes, completed only applicable sections (100%) No, completed only required fields (60%); No, agent skipped sections (30%); No, agent skipped entire form (0%).
Once set up, a custom Scoring Mode can be used on multiple evaluation templates.
Once selected as a custom Scoring Mode for a question, the scoring mode will not be available to be modified. The two ways to modify an existing custom Scoring Mode is:
- Deselect it from all questions in every form that uses it as a scoring mode.
- Copy it and save it under a new name.
