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.

Note: When creating an evaluation form consider the following evaluation form limits:
  • Form name: 250 characters
  • Form max question count: 200 questions
  • Question group name: 250 characters
  • Question text length: 500 characters
  • Evaluation assistance condition (Feature coming soon): maximum of 10 topics in total for one answer.

When creating an evaluation form one or more of the following icons may appear:

Icon Description

N/A enabled

Comments required

Critical question

Fatal question

Display conditionally

Evaluation assistance

  1. Click Admin.
  2. Under Quality, click Evaluation Forms.
  3. Click Create.
  4. In the Evaluation Form Name field, enter a name for the evaluation form. 
  5. In the Question Group Name field, enter a name for the first question group. A question group is a label that categorizes a set of questions, for example, Product Knowledge.
    Note: As soon as you start creating the first group, an evaluation form table of contents appears on the right side of the screen under the Content tab. This table of contents grows as you add more questions and groups to your evaluation form.
  6. (Optional) Select the Scoring tab in the right side of the screen and turn on the Scaled Scoring On option.
    If scoring is enabled, in the Group Score Scaling Factor field under the Question Group Name, assign a numerical weighting factor for the question group.
    Note: You can add a group and answer score directly in the group and answer itself. You can also add/change a group and answer score from the Score tab in the right side of the screen. For more information about weights, see Evaluation form weights.
  7. 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.

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

    • Display Conditionally This option allows you to set criteria for whether this question group is shown. 
  8. Select Add Question and select one of the following question types.
    By default, you can insert a multiple choice, range, or yes/no question.
    If they are available, then you can insert custom question types. 

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

    1. From the Add Question list, select Multiple Choice.

    2. In the Question field, enter the question name.  

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

      To preview the explanatory text, click Preview Form Off in the right corner of the screen. Move your cursor over the question mark. 

      To return to edit mode, click Preview Form On.

    4. Enter an answer in each of the fields provided. Click +Add Answer to add another answer to the multiple choice question.
    5. Add numeric values to the Points box. Generally, correct answers have a value of one. Incorrect answers have a value of zero.
    6. (Optional) Click the +Add Evaluation Assistance Condition.
      Note: Selecting the Add Evaluation Assistance Condition option enables you to configure the system to automatically fill out evaluation forms based on what was detected by Speech and Text Analytics throughout the interaction. For more information, see the Evaluation Assistance section at the bottom of this page.
       
    7. (Optional) Select one or more of the following options.

      Add N/A as an Answer 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. 

      Require Additional Comments
      This selection requires a respondent to add comments after an answer. 

      Display This Question Conditionally — 
      This option allows you to set criteria for whether this question is shown. 

      Critical Question
       and Fatal Question 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. To delete an answer, select the answer and click the Trash icon.
    9. To reuse this question on other forms, click Save As Template. Add a descriptive name in the Template Name field and click Save.
      You can select the Make this a favorite template to add the exact question to your question favorites list.

    10. To complete the question, click Done.

    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 the answer to display any numeric or string choice, and you can configure the score for each answer.

    1. In the Question field, enter the question name.  

    2. In the Help Text field (optional), add explanatory text about the question. In the evaluation form, the explanatory text appears as a tooltip. 

      To preview the explanatory text, click Preview Form Off in the right corner of the screen. Move your cursor over the question mark. 

      To return to edit mode, click Preview Form On.

    3. Enter an answer in each of the fields provided. Click +Add Answer to add another answer to the multiple choice question.
    4. Add numeric values to the Points box. Generally, correct answers have a value of one. Incorrect answers have a value of zero.
    5. (Optional) Click the +Add Evaluation Assistance Condition.
      Note: Selecting the Add Evaluation Assistance Condition option enables you to configure the system to automatically fill out evaluation forms based on what was detected by Speech and Text Analytics throughout the interaction. For more information, see the Evaluation Assistance section at the bottom of this page.
       
    6. (Optional) Select one or more of the following options.

      Add N/A as an Answer 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. 

      Require Additional Comments
      This selection requires a respondent to add comments after an answer. 

      Display This Question Conditionally — 
      This option allows you to set criteria for whether this question is shown. 

      Critical Question
       and Fatal Question 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.

    7. To delete an answer, select the answer and click the Trash icon.
    8. To reuse this question on other forms, click Save As Template. Add a descriptive name in the Template Name field and click Save.
      You can select the Make this a favorite template to add the exact question to your question favorites list.

    9. To complete the question, click Done.

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

    1. In the Question field, enter the question name.  

    2. In the Help Text field (optional), add explanatory text about the question. In the evaluation form, the explanatory text appears as a tooltip. 

      To preview the explanatory text, click Preview Form Off in the right corner of the screen. Move your cursor over the question mark. 

      To return to edit mode, click Preview Form On.

    3. Enter an answer in each of the fields provided. Click +Add Answer to add another answer to the multiple choice question.
    4. Add numeric values to the Points box. Generally, correct answers have a value of one. Incorrect answers have a value of zero.
    5. (Optional) Click the +Add Evaluation Assistance Condition.
      Note:

      An evaluation assistance condition can only be configured for one answer per question.

      Selecting the Add Evaluation Assistance Condition option enables you to configure the system to automatically fill out evaluation forms based on what was detected by Speech and Text Analytics throughout the interaction. For more information, see the Evaluation Assistance section at the bottom of this page.
       

    6. (Optional) Select one or more of the following options.

      Add N/A as an Answer 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. 

      Require Additional Comments
      This selection requires a respondent to add comments after an answer. 

      Display This Question Conditionally — 
      This option allows you to set criteria for whether this question is shown. 

      Critical Question
       and Fatal Question 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.

    7. To delete an answer, select the answer and click the Trash icon.
    8. To reuse this question on other forms, click Save As Template. Add a descriptive name in the Template Name field and click Save.
      You can select the Make this a favorite template to add the exact question to your question favorites list.

    9. To complete the question, click Done.

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

  10. To add a new question group, click the name of the current question group. Click Add Question Group.
  11. To move a question group all of its answers must be done. Once all of the answers are done, you can use the arrows next to the question group name to move the question group.

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

    Note: If a group or question is not configured properly, a red border appears around it. The Save button will not be enabled until all the groups and questions are configured properly. 

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

    Note: The Publish Form button will not be enabled until you click Save to save the evaluation form.

  14. (Optional) Click Preview Form On to preview the form. [/bs_well]

Evaluation Assistance

  Feature coming soon

You can add one to 10 evaluation assistance conditions to each evaluation form question.

An evaluation assistance condition is made up of topics. Topics are collections of phrases that indicate a business level intent. For example, if you want to identify interactions in which the customer is looking to cancel a service, you could create a topic named Cancellation with a number of phrases including: “close out my account” or “I wish to cancel” and so forth. In addition, topics help to boost the recognition of specific words and phrases in the interaction as they adapt the underlying language model to look for organization specific language in conversations.

Adding an evaluation assistance condition to a form question, forces Speech and Text Analytics to locate interactions with the topics included in the condition. When an interaction with the specific topic is located, an answer to the specific question is automatically generated. For more information, see Understand programs, topics, and phrases and Work with a topic.

Note:
  • A topic cannot be used in more than one evaluation assistance condition.
  • If a topic is deleted, the condition that includes the deleted topic will become invalid. 

Add an evaluation assistance condition to a form question

  1. Create an evaluation form question.
  2. Click the Add Evaluation Assistance Condition option associated with the answer for which you want an answer to be automatically generated. 
  3. From the select if conversation list, select if you want the conversation to include or exclude one or more topics.
  4. From the these topics list, select one or more topics.
  5. (Optional) Click the Add Evaluation Assistance Condition option again to add another condition to the same answer.

Note:
  • An evaluation assistance condition can only be configured for one answer per question.
  • When more than one topic is selected for a single Includes condition, only one of the topics must be found for the condition to be true.
  • When more than one topic is selected for a single Excludes condition, only one of the topics must be found for the condition to be false (that is, all topics must be absent from the interaction for the condition to be true).
  • When more than one condition is created for a single answer, all the conditions must be true for the answer to be automatically entered.