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

A rating template contains rating items and their display sequence. When creating an inspection task, you need to associate it with a rating template.

Context

You can configure different rating templates for inspection tasks in different scenarios. For example, to evaluate the agent service quality during an inspection, including the service attitude, clearness, instruction effectiveness, you can create a template and add the preceding rating items to the template.

A rating template can be in Draft, Released, or Discarded state. The following figure shows the relationships between the three states.

Figure 1 Life cycle of a rating template

Only a template in Released state can be associated with an inspection task. After a task in Released or Draft state is deleted, the template enters the Discarded state.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Quality Management > Rating Template.
  2. Click Add. On the Create Rating Template page, set template parameters.

    Figure 2 Create Rating Template page

    Set the following parameters:

    • Template Name: Customized name, which is mandatory.
    • Description: Template description, which is optional.
    • Rating Item: Rating item. If multiple rating items are selected, their display sequence can be adjusted.

  3. Click Save. The rating template configuration is complete, and the rating template list page is displayed.
  4. Select the new template and click Release. In the dialog box that is displayed, click YES to release the template.
  5. The message "The template is released successfully." is displayed, and the template can be used.

Follow-up Procedure

You can perform the following operations on a rating template in Draft state:

  • Click Details to view the template content.
  • Click Modify to modify the template.
  • Click Discard to change the template status to Discarded. Discarded templates cannot be modified, released, or used.

You can perform the following operations on a rating template in Released state:

  • Click Details to view the template content.
  • Click Discard to change the template status to Discarded. Discarded templates cannot be modified, released, or used.
  • Click Withdraw to change the template status to Draft. Draft templates cannot be used for rating.

You can perform the following operations on a rating template in Discarded state:

  • Click Details to view the template content.