Knowledge Assessment Training Messages

The Knowledge Assessment Training (KAT) allows you to define questions relating to a product, client, service the agents are working on. These questions can then be sent to the agents during their working day prompting them to provide answers that are recorded and can be analysed and reported on.

To launch the KAT editor, select the following menu options:


KAT topics are listed down the left-hand side of the screen and edited on the right.

When enabled, the icon shows also the inactive KAT topics.

Actions

The following actions can be performed through the toolbar on the top:

Icon Description
Updates the displayed KAT topics
Add a new KAT topic by providing its settings.
Edit the selected KAT topic by modifying its settings.

Removes the selected KAT topic (with confirmation).
Toggles the display of the inactive KAT topics
Duplicates the selected KAT topic into a new one.

Commit your changes to the system.

Settings

Each KAT topic must have a unique Description. If the Active checkbox is unchecked the topic will be inactive.

New questions are added, edited or deleted in the Questions tab and assessments are added, edited or deleted in the Assessments tab.

This tabs allows to build categories and questions for your KAT topic.

Categories

The following actions are available through the left toolbar of the tab:

Icon Description

Add a new category. Provide a Description and a number for the Display Order (1 being the highest) and click the icon.
Edit the selected category.

Removes the selected category (with confirmation).

Warning: Deleting a category will also delete its associated questions.

Questions

The following actions are available through the right toolbar of the tab:

Icon Description

Add a new question by providing the data in the Question, Answer and Images tabs.

You can provide the following information:

  • Category: Select the question's category
  • Display Order: A number for the question's order (1 being the highest)
  • Question Tile: A summary or short text for the question
  • Question Text: Type the question text in the mini editor. You can format it and align it using some basic editing options available through icons on the top of the text box.
  • Auto Pop Question To Answer (checkbox): If checked the full question is shown directly to the agent. If not checked only a small bar is shown to the agent and he has to double-click to open it.

Click the icon when done.

Prepare the available answers by providing the following information:

  • Display Type: The type of the answers can be one of the following:
    • Text: A single block of text
    • Numeric: A number
    • List: A specific list of answers provided in the next field. The user can select only one answer.
    • Multi Select List: Similar to the List but the user can select one or more answers.
    • Yes-No (radio buttons): A selection between Yes and No
    • Yes-No NA (radio buttons): A selection between Yes, No and N/A (not available)

  • List: When you select List or Multi Select List as a Display Type for your answer then the ellipsis button (…) to the right of this field is activated. Click it to access the 'Select list' pop-up window for configuring the list items.

    The following actions are available through the pop-up window's toolbar:

    Icon Description

    Add a new list through the List Editor
    Edit a list through the List Editor

    Remove a list (with confirmation)

    Click the icon to confirm your changes.

    For each list, a List Name and some items must be defined through the icons of the toolbar on the Details panel:

    Icon Description

    Adds a new list item through a dialog box.

    Fill in the required parameters and then click ththe icon.
    Edits the selected list item. Click

    the icon

    to confirm.

    Deletes the selected list item (without confirmation).
     

    Instead of adding individual list items you can use this icon to provide multiple list items as follows:

    • You can either provide a list of items, which will use the same text for both the value and description

    • Or you can type a comma separated list with the first text for value and the text after the comma for the description
      These icons change the order of the list items within the list

    Click the icon when finished.

  • Answer: In case of a 'Multi Select List' display type, the various item have to be entered as a comma separated list
  • Scoring Mode: Select one of the following scoring modes for the answers provided:
    • Automatic Ignore Casing
    • Automatic Must Match Answer
    • Manual
    • Not Scored
  • Routing Mode: Select the way that the user will be redirected to the next question:
    • NEXT: The next question will be displayed according to its order
    • RANDOM: A random question will be displayed

    • ROUTING: Depending on his answer the user will be redirected to different questions.

      The following actions are available through the pop-up window's toolbar:

      IconDescription

      Add a new routing rule by providing its parameters

      Edit a routing rule

      Remove a routing rule (with confirmation)

      Click the icon to return to the Answer tab.

      For each routing entry, the following parameters must be defined:

      • If Answer is: The answer that will trigger the routing
      • Go to Section: The category where the user will be redirected
      • Goto Question: The question where the user will be redirected

      Click the OK button when finished.

Click the OK button when done.

You can use this tab to add images for your questions. The following actions are available through the tab's toolbar:

Icon Description

Add an image by selecting it in a pop-up window.

Click the icon to add your image to the question.

Remove an image (without confirmation)
Edit the selected category.

Removes the selected category (with confirmation).

Warning: Deleting a category will also delete its associated questions.

Through this tab you can select the agents that will receive the KAT questions. You can use the toolbar on the top of the tab to perform the following actions:

Icon Description

Add a new assessment by providing the following details:

  • Start Time: Select the date and time when the first question will be presented to the agent
  • Question Interval (Minutes): The number of minutes between each KAT question
  • Allow Agent to Pause Question (checkbox): When checked, the agent will be able to pause the current question for a number of minutes defined in the Pause Period field.

The following actions are available through the icons in the Agents section toolbar:

Icon Description

Add a new agent using the Select User pop-up window.

  1. Select an Access Level and a (reporting) Team
  2. Provide any search text in First Name, Surname and User Logon Id fields (optional)
  3. Tick the Show Inactive Users checkbox if you want to display them in the results
  4. Click the icon
  5. Select one or more users on the search results by clicking anywhere in the rows
  6. Click the icon
 

Finally click the icon.
Edit the selected agent.

Removes the selected agent (with confirmation).
 

View the answers provided by the agent to KAT questions.
  Refreshes the list of agents in the tab.

Receive a KAT question

Users will receive one KAT question at a time in their Notification Bar and they will not receive another question until they answer the current one. The notifications are unobtrusive and users are under no pressure to answer. The frequency that the questions appear for each user is definable. When a KAT notification appears, the user is free to either answer, ignore or close the notification. If they close the notification, it will appear again at the next scheduled time. If they answer it, they will receive a different question next time.

To answer a KAT question, click the notification to make the KAT window appear.

Now the user can select their answer to the question and click the green tick icon to submit it.