Can I add notes when scoring a call?
Yes. Symphony Quality Management scoresheets allow scorers to add notes in a number of ways: notes can be added to individual questions, to whole sections or to an entire call in general. This allows scorers to flag areas for review with agents at a later date and gives them the opportunity to raise any other points that they may wish to submit with the scores. This can be useful for developing scoresheets to reduce subjective scoring.