A monitoring template in the E-Coach can be created quickly and easily.
It can be linked to multiple projects, eliminating the need to create identical templates separately for each one.
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create a new template
A new monitoring template can be created using the “+ Create” button.
You can assign a name and optionally add a description.
Once saved, the template is ready for editing. Any changes made in the detail view are saved automatically.
Important: The template can only be used once it has been published. Until then, it remains saved as a draft.
create a category
To make evaluations more detailed, categories can be created.
For example, the category “Communication” can be divided into “Conversation Skills” and “Empathy.”
When using multiple categories—such as two—it’s important to ensure that the scoring weight does not exceed 100%. In this case, each category should be weighted at 50%.
subcategory
To further refine the evaluation criteria, it is possible to create subcategories.
For example, the category Communication could be divided into Conversation Skills and Empathy.
You can add a subcategory to an existing category by clicking the "Add Subcategory" button.
Here too, it’s important to ensure that when multiple subcategories are created, their combined scoring weight adds up to exactly 100%.
Questions
The questions represent the exact criteria that should be reviewed during a customer interaction.
They reflect the quality standards that guide the service approach.
An example of a question in the “Communication” category might be:
“Was the customer greeted correctly?”
Each question is added using the “Add Question” button.
Once the question is defined, the next step is to set up all possible answer options and determine how each one impacts the overall weight.
For example:
If the greeting meets expectations, the question is considered 100% complete and contributes the full 50% scoring weight to the category.
If the greeting is only partially correct, 50% of the scoring weight is applied—meaning the question contributes 25% to the category.
If the greeting does not meet expectations, no scoring weight is applied; the question contributes 0% to the category.
edit template
Once a monitoring template has been published, it can no longer be edited.
If changes—such as adjustments to questions—are needed later, the template must first be unpublished.
This ensures that a template cannot be used and edited at the same time.
Unpublishing is simple: just open the detail view and click the corresponding button.
After that, the template is once again available for editing.