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.