Create and publish an evaluation form

Prerequisites

  • Quality Administrator role

Evaluation forms measure script adherence, compliance with business practices, customer satisfaction, or other business benchmarks.

  1. Click Admin.
  2. Under Quality, click Evaluation Forms.
  3. Click Create
    Weighting of question groups is enabled by default.
    Enable question group weights.
  4. Optional: To disable group weights on your evaluation form, choose Off from the drop down menu.

    Disable question group weights.

    Note: When you disable question group weights, all information about group weights is hidden in both editing and preview mode. When an evaluation form has weighting off, all scoring results are taken at face value.

  5. Click [Evaluation name here]. Add a name for the evaluation form. 
  6. Click [Question group name here]. Add a name of a question group. A question group is a label that categorizes a set of questions, for example, Product Knowledge.
  7. If weighting is enabled, in the Weight area, assign a numerical weighting factor for the question group. For more information about weights, see Evaluation form weights.
  8. In the Question Group Properties area, you can select the following options:
    • N/A Enabled Question Group—Allows evaluators to select N/A (not applicable), which skips all questions in the group.

    • Evaluator Answers Default To—Specifies whether you assign answers to the highest scoring answer or N/A by default.

    • Display ConditionallyThis option allows you to set criteria for whether this question group is shown. 
  9. Insert a question type. By default, you can insert a multiple choice, range, or yes/no question. If they are available, then you can insert custom question types. 

    Insert a question group type.

    A multiple choice question allows the respondent to select a single answer from a list of choices.

    1. Click Multiple Choice.

      Select a multiple choice question type.

    2. Click [Question text here]. Add a question. As you type, options appear in the editor. 

      Add a multiple choice question.

    3. Add explanatory text about the question to the Help Text box (optional). In the evaluation form, the explanatory text appears as a tooltip. 

      To preview the explanatory text, click Preview Off. Move your cursor over the question mark. 

      Preview the explanatory text.

      To return to edit mode, click Preview On.

    4. Select N/A Enabled Question (optional). In the evaluation form, an N/A check box appears. If the respondent selects N/A, then other choices in the question are cleared and unavailable. 

    5. Select Display Conditionally (optional). This option allows you to set criteria for whether this question is shown.
    6. Select Comments Required (optional). This selection requires a respondent to add comments after an answer. 

    7. Select Critical Question and Fatal Question (optional). The Critical Question and Fatal Question check boxes work together. A critical question requires the respondent to select one of only two possible answers. Assign the correct answer a value of one. Assign the incorrect answer a value of zero.

      If the respondent selects the incorrect answer and the question is a Fatal Question, when an evaluator scores the evaluation, the fail result is assigned. To select Fatal Question, first select Critical Question.

    8. Click [Answer text here]. Add answers for the respondent to select.

      Add an answer for the respondent to select.

    9. Add numeric values to the Value box. Generally, correct answers have a value of one. Incorrect answers have a value of zero.

    10. To add more answers, select the last answer and click +. Repeat step g and step h.

    11. To delete an answer, select the answer and click the Trash icon.

    12. To reuse this question on other forms, click Save Question As Template. Add a descriptive name. Click Save.

    13. To hide settings for this question, click outside the edit controls.

    A range question prompts the respondent to select a single numeric answer, for example, to rank agent performance from 1 to 5. You can customize answer to display any numeric or string choice, and you can configure the score for each answer.

    1. Click Range.

      Select a range question type.

    2. Click [Question text here]. Add a question. As you type, options appear in the editor.

      Add and Evaluation form range question.

    3. Add explanatory text about the question to the Help Text box (optional). In the evaluation form, the explanatory text appears as tooltip.

      Preview the explanatory text.

      To preview the explanatory text, click Preview Off. Move your cursor over the question mark.

    4. Select N/A Enabled Question (optional). In the evaluation form, an N/A check box appears. If the respondent selects N/A, then other choices in the question are cleared and unavailable.

    5. Select Comments Required (optional). This selection requires a respondent to add comments after an answer. 

    6. Select Display Conditionally (optional). This option allows you to set criteria for whether this question is shown. 
    7. Select Critical Question and Fatal Question (optional). The Critical Question and Fatal Question check boxes work together. A critical question requires the respondent to select one of only two possible answers. Assign the correct answer a value of one. Assign the incorrect answer a value of zero.

      If the respondent selects the incorrect answer and the question is a Fatal Question, when an evaluator scores the evaluation, the fail result is assigned. To select Fatal Question, first select Critical Question

    8. Change the numeric value associated with the answer (optional). This value is added to the overall score.

      Change the numeric value associated with the answer (optional).

    9. To add more answers, select the last answer and click +. Repeat step g.

    10. To delete an answer, select the answer and click the Trash icon.

    11. To reuse this question on other forms, click Save Question As Template. Add a descriptive name. Click Save.

    12. To hide settings for this question, click outside the edit controls.

    A yes/no question prompts the respondent for one answer. 

    1. Click Yes/No.

      Select a yes/no question type.

    2. Click [Question text here]. Add a question. As you type, options appear in the editor.

      Add an Evaluation form yes/no question.

    3. Add explanatory text about the question to the Help Text box (optional). In the evaluation form, the explanatory text appears as a tooltip.

      To preview the explanatory text, click Preview Off. Move your cursor over the question mark.

      Preview the explanatory text.

      To return to edit mode, click Preview On.

    4. Select N/A Enabled Question (optional). In the evaluation form, an N/A check box appears. If the respondent selects N/A, then other choices in the question are cleared and unavailable. 

    5. Select Display Conditionally (optional). This option allows you to set criteria for whether this question is shown. 
    6. Select Comments Required (optional). This selection requires a respondent to add comments after an answer.

    7. Select Critical Question and Fatal Question (optional). The Critical Question and Fatal Question check boxes work together. A critical question requires the respondent to select one of only two possible answers. Assign the correct answer a value of one. Assign the incorrect answer a value of zero.

      If the respondent selects the incorrect answer and the question is a Fatal Question, when an evaluator scores the evaluation, the fail result is assigned. To select Fatal Question, first select Critical Question.

    8. Change the numeric value associated with the answer (optional). This value is added to the overall score.

    9. To add more answers, select the last answer and click +. Repeat step g.

    10. To delete an answer, select the answer and click the Trash icon.

    11. To move a question, click the up or down arrows.
    12. To reuse this question on other forms, click Save Question As Template. Add a descriptive name. Click Save.

    13. To hide the settings for this question, click outside the edit controls.

  10. To add another question to this question group, click Add Question again.

  11. To add a new question group, click the name of the current question group. Click Add Question Group.

  12. To move a question group, click the title of the question group. Then click the up or down arrows.

  13. When you finish adding groups and questions, click Save.

  14. Click Publish. You cannot assign a form to quality evaluators until you publish the form.

Note: To preview the form, click Preview Off.