Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Inspections/ Managing Manual Inspections/ Configuring Rating Items
Updated on 2024-10-12 GMT+08:00
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Configuring Rating Items

This section describes how to configure the rating items for the inspections on agents.

Context

After the tenant space is enabled, the AICC provides the following rating categories by default. You can add or modify the rating categories as required.

  • Service Awareness
  • Process Specifications
  • Service Attitude

A maximum of five category levels are supported. Rating items can be added only to the rating category of a leaf node. No rating category can be added to a rating category that contains rating items.

The rating category name must be unique under the current tenant. The rating item name must be unique under the current tenant.

A maximum of five levels can be created for a rating category tree.

Rating categories that contains rating items cannot be deleted. At least one rating category must exist.

Business Scenario

An administrator adds the rating category Professional Skill and adds the rating item Answering Proficiency to the category to specify the proficiency in answering customer questions. The score ranges from 1 to 10.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Quality Management > Rating Item.
  2. Click on the left to add the rating category Professional Skill under a root category.

    To add a category under a non-root node, click and ensure that no rating item exists under the selected parent category.

  3. Select the new category Professional Skill and click Add. The Add Rating Item dialog box is displayed.
  4. Configure a rating item.

    Figure 1 Basic information in the Add Rating Item dialog box
    Figure 2 Rating Level area in the Add Rating Item dialog box

    Set the following parameters:

    • Rating Item: Name of a rating item, for example, Answering Proficiency.
    • Minimum Score: Lowest score for rating, for example, 1.
    • Maximum Score: Highest score for rating, for example, 10.
    • Rating Level: Click Add to add a rating level.
      • Level Name: Name of the level to which a score belongs, for example, Excellent.
      • Score: Score corresponding to a rating level, for example, 10.
      • Description: Description of a rating level.
      • Operation: Click Delete to delete a rating level.

  5. Click OK. The rating item configuration is saved.