Account Settings > Templates > Call Scoring
The Call Scoring Module in has a default template loaded with the Revinate Non-Negotiables. You can revise the scoring criteria to customize your team’s call flow, or create custom templates that focus on specific aspects of a call such as overcoming objections, saving cancellations or managing difficult customer calls. If you do use a customized template, be sure that this template is selected as the KPI Default template so that scoring and coaching metrics are included in the comprehensive KPI-Key Performance Indicator data.
To create a new Call Scoring Template:
1. Navigate to Account Settings > Templates > Call Scoring
2. Click the Selected Template Dropdown menu
3. Click New
4. Add a name for your template under New Template Name
Note: Clicking the Copy from default checkbox will copy the information from your existing default template to your new template
5. Click the green plus icon
6. Enter scoring criteria such as "Used Proper Greeting"
7. Assign a number of points to the given criteria
8. Click Save.
Repeat steps 5-8 until all Criteria have been entered.
9. When finished click Create Template
To edit an existing Scoring Template
1. Navigate to Account Settings > Templates > Call Scoring
2. Click the Selected Template drop-down menu
3. Click on the scoring template you wish to edit
4. Click the Grey Pencil Icon next to the criteria you wish to edit or the Green Plus Icon to add criteria
5. Make changes to your criteria (or add Criteria and Points for a new criterion)
6. Click Save