Rate Sets

Rate sets are used to provide meaning and context to a script score. When you create a script, you can assign values to the questions and answers in that script. As the respondent answers the questions in the script, the system scores the script based on those assigned values.

You use the Rate Set program (P90CF140) to create a rate set. When you create a rate set, the system creates records in these tables:

• F90CF140

• F90CF14A

To understand what the final script score means, you associate a rate set with the script. For example, you might create a script to determine the priority of an incoming call to the support department. When you create the script, you assign values to each question and answer in the script. As the representative completes the script, the system calculates the score using a numeric value. The system then compares the numeric score to the associated rate set to determine what the score means. This rate set might be used for this call priority script:

Script Score	Rate Set Value	Rate Set Score
40 or higher	Critical	40
25 to 39.9999	High	25
10 to 24.9999	Medium	10
0 to 9.999	Low	0

Therefore, if the final score for the script was 28, the system displays High next to the script score when the script is completed.