Forms Window
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
The Evaluation > Forms window is used to show users all current and past evaluation forms and their Atcive and In Use status. This window is also used to start construction of agent evaluation form templates used by evaluators. An unlimited number of forms can be created but only the activated forms are are shown and available for evaluators to choose from and use.
An evaluation form is customizable, can contain interaction, agent and evaluator information and displays scoring as it relates to questions or groups of questions being answered by an evaluator regarding a specific interaction being examined.
Administrators will create scoring modes, skillsets, header categories, header fields, form questions, questions groups, conditional question groups and form rules. They will create the forms using these components and tenant naming conventions and evaluation settings requirements.
When creating a new evaluation form, a question group is first created as a container to add questions into. Organize multiple sets of related questions by grouping them into question groups using names such as Call Greeting or Problem Resolution. Question groups and questions can be reordered using a drag-and-drop feature.
Each question is given a point value and assigned one of the available answer types called scoring modes and a skillset. The standard scoring modes are Yes/No, Yes/Partial/No, 1-5 range, and 0-5 range. Customized answers can include drop down lists, radio buttons or even distribution, all that can be created and used globally by using the Scoring Modes icon to create them. Skillsets are created using the Manage Skills icon. A skillset is a set of related skills such as Etiquette or Listening.
Questions are scored with an "actual out of available" point ratio (ex. 1/5) and by "percentage" (ex. 20%) points. Evaluation scores are available as a total score, each question group’s score total, and each Skillset category’s score total. For advanced scoring, points can be also be weighted by any added percentage to either the question group or Skillset scores.
In addition, each form can be designed with its own set of accessibility settings such as who is able to modify it and when the evaluation is locked, its own reference information in the header fields when distributed by email or print and its own scoring or Auto-Fail rules, if desired.
The Evaluation Form Management table with its records and columns include the following information:
| Header Name | Description |
|---|---|
| Evaluation Form | The name given to the evaluation form when it was created. Once saved at initial creation, the evaluation form name cannot be modified. |
| Active | This checkbox indicates whether the Evaluation Form is published (Active) so evaluator can use the form to conduct an evaluation. |
| In Use | This checkbox indicates whether the Evaluation Form has been used for an evaluation. Once an evaluation form is In Use, the form’s Modify and Delete functions are limited. |
The Forms tab has the following properties available:
- Build, duplicate, and manage evaluation forms into a single repository.
- Activate new forms and deactivate outdated forms for evaluator usage.
- Review with one quick filter click which forms are being used by evaluators.
- Categorize similar questions into question groups.
- Designate Auto-Fail or Not Applicable rules for individual questions.
- Develop a set of categories or skillsets to be scored and totaled across all question groups.
- Customize answers and how any question are scored (Scoring Modes) for a single form or across multiple forms.
- Add a weighted value to the score of any question group or Skillset category.
- Question Groups can be configured to allow a Question Group Comments section with a label.
- Question Groups can be configured as conditional question groups using any or all conditions to trigger defined scoring.
- Percentile scoring type using Total Score by Question Weight, Question Group Weight or Skill Weight (not Manual)
- Tally scoring type using Total Score by Manual (unavailable for Question Weight, Question Group Weight or Skill Weight).
- Designate a global set of custom header categories and header fields to be attached with any distributed evaluation.
- Provide evaluation help information to instruct an evaluator on how to answer the question.
- Secure the integrity of completed evaluations by locking them after a selected number of days from modification.
- Ensure scores are tamper-proof by allowing only the original evaluator to modify an evaluation.
- Sorting is available by selecting the header at the top of each column. The first click will sort ascending, the second click will sort descending, and the third click will return to the default sort.
