Quality Evaluation Setup
You must have the default Administrator role or a custom role that includes the following permissions to setup the CxQM Quality environment:
- Quality > Evaluations > Full Control
- Quality > Evaluation Forms > Full Control
Quality evaluations are a key component CxEngage Quality Management and of a company's overall Quality Management System. A well thought out quality evaluation plan can ease supervisor and agent business and professional development by creating, conducting and using detailed evaluation forms.
Evaluation Tab
This tab is hidden by default and is only available to users with the above assigned permissions.
Use the Evaluation tab to create, view, modify, search for, activate or deactivate evaluation forms. There are two secondary tabs.
- Evaluations: This tab shows the Evaluations window. This window contains a table of records of current and past agent/employee evaluations with various status indicators. Button commands are used to view Recent Evaluations, search for, create new, view, modify, delete, activate or deactivate existing evaluations. There are also buttons to email evaluations and to print or export a .pdf or .xls version of an evaluation.
- Forms: This tab shows the Evaluation Form Management window. This window contains records for all evaluation forms and their status. Use this tab to create new, copy, view, modify, delete, activate or deactivate new and dated evaluation forms. Additional buttons are used to construct form options such as scoring modes, skill sets, headers and header fields, all being part of evaluation form content.
Creating the corporate evaluation system can be a time-consuming task. It will ease evaluation form creation if the following information is ready for use during form creation. This information is the result of the Planning Quality Evaluations task and includes
- Evaluation Information:
- Form naming conventions (ex. a company naming policy may be used)
- Form Ownership (who can make changes)
- Auto-fail scoring (determine if a question, answered one way, is cause for an auto-fail)
- Form lockout periods (set time limits for changes)
- Scoring Type (how to score the evaluation, either by Percentage to Tally)
- Skillsets (groups of skills to be evaluated)
- Scoring modes (how to answer questions, such as yes/no, true/false and multiple choice)
- Header Categories (selectable general information that can be added to the form, such as call or service types)
- Header Fields (selectable detailed information that cn be added to the form, such as account or case numbers)
- Question Groups (container for questions for a specific task or action, such as Greetings and Problem Resolution)
- Questions (the written text for each question)
- Questions Help (the written text for help and hints for the evaluator on how to answer the question)
- Question point values (question point values given for various answers)
The process for building a quality management evaluation system with forms consists of these tasks:
- Build the Evaluation Form options by devising and inputting:
- Scoring Modes
- Skillsets
- Headers
- Header Fields
- Create new evaluation or conditional evaluation forms
- Create the form's Question Groups, Questions and their settings
- Select the form's Evaluation Form Settings
- Select the form's Header Categories
- Select the form's Header Fields
- Select the Scoring Header settings
- Activate the new form
- Use the new evaluation forms
- Monitor form effectiveness and modify form content when needed
