VirtualScore

What is VirtualScore?

VirtualLogger makes quality monitoring and score painless with VirtualScore. VirtualScore is an easy-to-use evaluation form scoring and development tool that lets you create scoring forms tailored to your specific requirements. A simple form creation interface helps you create custom forms with your questions, sections, color coding, and answer methods.

With VirtualScore, you can start with virtuallogger's standard library of key performance indicators (KPIs) or develop your own library. Group questions into sections or categories according to your unique scoring methods. Scoring sheet options include yes-no, selection lists, scaling, and text-based comment fields. Scores can be weighted by question, question group, and sections. Sections can be created to gather customer feedback for market research. Once created, score sheets can be shared by other managers or stored in a private library. And because VirtualScore stores every question and form in your database, it's easy to modify forms over time and still track individual and team KPIs in any time period.

Research shows that the better the performance of your agents, the higher your ROI – and good feedback processes lead to better performance.

VirtualScore allows customers to:

• Get both sides of the call - caller and agent
• Create evaluation forms with an easy-to-use point-and-click design interface
• Easily access, play, and follow calls to do a quick agent evaluation job
• Format control the way you want - to meet your center's needs
• Have full flexibility in weighting and reporting - to meet your performance goals
• Easily share results with agents and managers for maximum impact

System requirements:

CPU: 1.8 GHz dual core processor

RAM: 2 GB

HDD / SSD: 50 GB of free space on the main drive

Operating system: Microsoft Windows 8 32-bit, Microsoft Windows 7 32-bit and Microsoft Windows Vista 32-bit

Resolution: 1024×768

Supported operating systems

Mac OS X 10.5 x (Leopard), Mac OS X 10.6 (Snow Leopard), Mac OS X 10.7 (Lion), Mac OS X 10.7 (Mountain Lion), OS X 10.9 (Mavericks) and Mac OS X 10.10 (Yosemite)

Hardware requirements

Memory - 1 GB of RAM and more

Free disk space - 50 MB

System type - 32-bit and 64-bit OS