Although they look similiar they have very different functions.
There are 3 different types of categories available now.
Positive Scoring, Negative scoring and Total Fail.
1.) Positive:
This is a normal category where each question is assigned a point and the question is marked positive as the points are accumulated.
Options:
- Yes|No|N/A
- Yes|Needs Attention|No|N/A
- Poor|Below Average|Average|Above Average|Excellent|N/A
When would I use this?
This is most often used when assessing the agent on an individual performance basis.
Friendliness, Professional manner, knowledge of product, sales skills, problem identifying
and resolution.
2.) Negative:
When a category is marked negative, a total score must be assigned to the category.
The agent will get this total when the review is selected.
Each question in this category can be marked as Good, Needs Attention or Poor.
When the question is configured, the number of points that must be deducted for
Needs Attention and Poor needs to be configured.
If a question is marked as Good, no points are deducted.
If a question is marked as Needs Attention or Poor, the relavent points will be
deducted. The category score cannot be less than 0, so if the total points deducted is more than the Category Total, Amethyst will only score the category as 0.
When would I use this?
If there are certain procedures or policies in place of which an agent must adhere to such as, corporate greetings and obtaining certain information etc.
3.) Total Fail:
Questions that are part of a Total Fail category have only a Yes-No answer.
If any of the Total Fail questions are marked as Yes, the agent will fail the complete
review with a score of 0. The individual questions will still count towards the group average but this agent will score 0.
When would I use this?
This would be used in an instance whereby the Supervisor deems the action of an agent
unacceptable. Cursing at the client for example will result in a total fail. The report
will score zero(total fail) and therefore count no points toward the agents total points
scored, but the template will count towards the agents average statistics (the total fail
template will be counted as part of the total number of AQMs done for that agent).
Format of AQM template:
From version 1.5.0.13 and up the formats of Agent Quaility Management templates have changed to CSV files. It must be pipe delimited (in place of commas the delimiting character is an "|") and with a file extension of "tpt" (note the file extensionmust be in lower case / small caps!).
You can use Excel to import the pipe delimited file (AQM template) and edit it.
Please remember to save this file as pip delimited csv and with a file extension of tpt (Excel will default to csv - which is the file format Excel require, we need the plain text format).
Templates can be created or changed in NotePad and uploaded to Amethyst.
ALSO SEE : How to load a AQM template in Amethyst 1.5
Format of Amethyst template CSV file
Each line represents one question.
Format : Each field must be separated by a pipe character "|"
Template Name| (max 30 chars)
Category Name| (max 30 chars)
Question|
Sequence #|
This is the sequence the questions must display inside its category.
NOTE! No Duplicate Sequence numbers allowed with in a category.
Answer type| (Value can be 0,1 or 2)
- If this is a positive category, 0=Yes/No, 1=Yes/Need Attension/No and
2=Poor/Below Average/Average/Above Average/Excellent. - If this is a negative or total fail category, leave this field 0.
If this is a positive category, this is the number of points this question counts.
Comments| (max 50 chars)
Category type| (Values are 0,1 or 2)
- 0=Positive category
- 1=Negative category
- 2=Total fail category.
If this is a negative category, this is the total marks for the entire category.
Need score|
If this is a negative category, this is the number of points to deduct for a needs attension answer.
Poor score|
If this is a negative category, this is the number of points to deduct for a poor answer.
An example would looks like this:
- Code: Select all
Template Name|Category Name|Question|Sequence #|Answer type|Weighted Points|Comments|Category type|Negative total|Need score|Poor score|
- Code: Select all
MyTemplate|01 First Category|Did they greet?|1|0|5|Listen at the start|0|0|0|0|
MyTemplate|01 First Category|Did they introduce company?|2|0|5|Listen at the start|0|0|0|0|
MyTemplate|02 Second Category|Did they know the product?|3|0|50|Do they know the products|0|0|0|0|