Create Conditional Evaluation Forms

You must have the default Administrator or Supervisor role or a custom role that includes the following permissions to conditional evaluation forms:

  • Quality > Evaluations > Full Control
  • Quality > Evaluation Forms > Full Control

Administrators will create all conditional evaluation forms.

Experience with creating basic evaluation forms is highly recommended before constructing conditional scoring forms.

What Are Conditional Evaluation Forms

The evaluator, using a conditional scoring form, can decide which group of questions they want to respond to when the evaluation form is selected.

Briefly, multiple question groups are built into a form as if creating a standard evaluation form. Then, Header Category selections are made which will dictate which question groups are available for response on the form.

For example, an evaluation form used for training purposes can be called up and modified to include a conditional set of questions about sales that is only seen when the Sales condition is used. A conditional form is one evaluation form that is created with all possible question groups that can be used for a number of evaluation types, for example, a Training form can be used for Sales Calls, Customer Service and Appointment Scheduling evaluations.

An example is a single form named Training 2.0 containing:

Question Groups for Sales, Customer Service and Scheduling:

  • Greeting (no conditions)
  • Identify Issue (no conditions)
  • Problem Resolution* (conditional group)
  • Sales Call* (conditional group)
  • Schedule* (conditional group)
  • Closing (no conditions)
  • Overall Call (no conditions)

Selected Question Groups* are set up as CONDITIONAL and will only appear on the form when the form choice is selected (ex. Sales Call). The other conditional groups are not displayed.

Some of the question groups will be required on all forms, such as Greeting, Identify Issue, Closing and Overall Call. These groups are not setup with conditions and are displayed in all form types.

Other question groups in the form (Problem Resolution, Sales, Schedule) are set with conditions by form type choice (ex. Sales is not needed in a Customer Service evaluation). Using conditions, one form can be setup to allow an evaluator to select a form type specific to an evaluation such as a call for sales activities, customer service actions or scheduling appointments.

When called up for use for an evaluation, the evaluation form will initially display the unconditioned question groups and their contents, such a Greeting, Identify Issue, Closing and Overall Call.

An example training evaluation form with three conditional groups marked with *:

  • Form name: Training
  • Conditional Groups:
    • Problem Resolution*
    • Sales Call*
    • Schedule*
  • Category Choices
    • Service
    • Sales
    • Schedule

The Groups that are appear, by condition, would be:

All Question Group Names

Conditional Question Group Names

Category Choices

Category Choice: 

Sales

Groups that Appear:

Category Choice:  Service

Groups that Appear:

Category Choice: Schedule

Groups that Appear:

Greeting

 

 

Greeting

Greeting

Greeting

Identify Issue

 

 

Identify Issue

Identify Issue

Identify Issue

Problem Resolution

*Problem Resolution: Conditional for Service

Service

 

*Problem Resolution

 

Sales Call

*Sales Call: Conditional for Sales

Sales

*Sales Call

 

 

Schedule Appointment

*Schedule: Conditional for Schedule

Schedule

 

 

*Schedule

Closing

 

 

Closing

Closing

Closing

Overall Call

 

 

Overall Call

Overall Call

Overall Call

The steps to create a conditional scoring evaluation form follow those for creating a new form. However there are some essential steps needed for setting up the conditional groups. Follow these steps:

Create Conditional Scoring Evaluation Forms

Use the Create Evaluation Forms topic to create an evaluation form to be used as a base for conditional scoring. The basic steps include:

  • Start the New Form
  • Add First Question Group and Questions
  • Set Evaluation Form Settings
  • Select Header Settings
  • Select Scoring Headers
  • Continue Adding Question Groups and Questions
  • Save the New Evaluation Form

When the basic evaluation form is complete, perform these modification steps to make the new form conditional.

Header Categories are useful for collecting or classifying types of information in an evaluation form. Create a set of custom Header Categories relevant to the uses of the conditional form. A custom Header Category can be used in one or more evaluations.

To create a new Header Category:

  1. A new Header Category can be created from any of these two screens:
    1. Evaluation Form Management window located at Evaluation > Forms > Header Categories
    2. Create Evaluation Form window located at Evaluation > Forms > New Form icon > Header Categories icon, as well as Copy Form and Modify Form.
  2. A pop-up window titled Manage Header Categories appears with a mini-ribbon bar. Click the New Category button to configure a category.
  3. The pop-up window called  New Category appears. Enter or copy/paste a name in the Category text box that is easily recognizable. The text box will accept up to 50 characters. Click OK to save it.
  4. The new header category will be listed in the Manage Header Categories window.
    1. If the category name already exists in the database, then “Category Already Exists” error will pop-up. Choose a different name for the category.
    2. If the category name was left blank, then “Category Name is Required” error will pop-up.
  5. Highlight the new header category just created and click on the New Choice button. The New Choice window appears. Enter the name of a choice such as Sales. Click OK to save it.
  6. Repeat New Choice input until all are entered and saved. A part of the Manage Header Categories tree will show the new header and its choices.

Once all question groups and questions, Header Categories and Choices have been input, the Header Categories that apply to this form are selected from the left side of the form where Header Categories are located.

  1. Scroll down the left-side of the form. Under Header Settings and locate Header Categories.
  2. Select, by checking the check boxes, the Header Categories that apply to this form, such as Form Type.

Next, select a Header Category and choice to the question group that is to be conditional.

  1. Find the question group that is going to be conditional such as Customer Service.
  2. Click on the "sprocket" on the right side of the bar above the group name.
  3. A Question Group Configuration box will open. In the Question Group Configuration - <QuestionGroupName>, do the following to EACH question group on the form that will be conditional:
    1. Enable Conditional Groups checkbox: CHECK this box to enable the feature.
    2. Conditions window: This is where the conditions for a conditional question group are selected.
      • Click the GREEN + Add Condition button, two headings appear: Header Category and Category Choice(s).
      • Click on the Header Category menu button to get the list of selected Header Category names and select the name such as Form Type to be used.
      • Click on the ellipsis (...) to display the category choices available.
      • Click on the question group to be conditional, such as Sales.
      • Click OK to save these condition settings.
      • Repeat these steps to add more conditions to this question group, as desired.
      • Click Close to exit.

Other options that are available are:

  • Expose Group: Select this to expose or display the conditional question group in the form.
  • Elide Group: Select this to elide or hide the conditional question group from the form.
  • All Conditions: Select this if ALL conditions of the conditional question group are to be met for this question group to be included in scoring tabulations.
  • Any Conditions: Select this if ANY condition of the conditional question group is met for this question group to be included in the scoring tabulations.
  • Enable Group Comment: When selected, the evaluation will include an editable space for free-form text (at the bottom of the Question Group) for comments pertaining to the group.
  • Label text box: Enter a label for the above Group Comment.
  • Hide Group Scores: When selected, this option suppresses the percentile base score summaries of any Question Group from being displayed.

Back on the new form, after all the question groups and questions and header categories and choices have been input, when selected question groups have been "conditioned", be sure to name the form relative to its purpose and complete all the EVALUATION FORM SETTINGS, HEADER SETTINGS and SCORING HEADER settings. Then click the Save Form followed by the Close Form buttons.