Create Evaluation Forms

Administrators will construct all evaluation forms.

Evaluation form construction can be a time consuming effort, made longer by not being prepared. All information collected during the Planning Quality Evaluations task should be ready to use before starting.

Examine the reason for the evaluation, it's question groups, questions and answers. An evaluation does not need to be long or extremely detailed to get the job done.

Typically, a good evaluation will have 5-7 question groups with 5-7 questions in each group. Of course, more question groups, questions and answers can be added to a form, anytime, as needed.

It is a Best Practice to review your forms occasionally to ensure they still capture the type of information they were designed and developed to collect.

When a form's question groups, questions and answers are developed and the global form options such as scoring modes and skillsets have been input (they will be available as selections during the New Evaluation Form construction), then evaluation form creation can begin.

The Evaluation > Forms window and table is used managing existing evaluation forms and create new evaluation forms. Upon opening, the window shows:

• Evaluation Form Management window: This default window shows the user all existing evaluations as records with columns of information. The columns contain information for:
  • Evaluation Form: The name given a specific evaluation form.
  • Active: Indicates that this evaluation form is available for use by evaluators.
  • In Use: Indicates that this evaluation form has been used for an evaluation on a user.

• Ribbons Strip Buttons: The following buttons are used to manage forms in this window:
  • New Form: Click this button to start creating a new evaluation form. The window changes to the New Evaluation Form window and table.
  • Copy Form: Used to copy an existing evaluation form for use in creating a new form.
  • View Form: Used to safely view an existing evaluation from without being able to change it.
  • Modify Form: Used to modify an existing form.
  • Delete Form: This button deletes the evaluation form.
  • Activate/DeActivate: In order for an evaluation to be published for use, click this button to Activate the form. To stop a form's use, click the button again to DeActivate it.
  • Form Option Icons: These icons initiate various form options that increase the value, depth and detail of an evaluation form. These icons are used when creating evaluation forms:
    • Scoring Modes (trophy icon): Creates custom answer types that spans all question groups and how they are scored. The available custom answer types are: Drop Down List, Radio Buttons (multi-row), Radio Buttons (single row), and Even Distribution.
    • Manage Skills (sprocket icon): Custom color-coding that spans all question groups identifying certain agent service skills. For example, Call Etiquette or Problem Resolution. Each can have a total score despite how many question groups the Skillset spans.
    • Header Categories: Custom data fields with a drop down menu placed in the Header of the evaluation from which the evaluator is able to select available choices. For example, Reason for Evaluation, Complaint, Random, or Interaction Duration.
    • Header Fields: Custom data fields are placed in the Header of the evaluation as reference when the evaluation is distributed electronically or in print.

When the administrator clicks the New Form button, the window changes to the New Evaluation Form window.

• New Evaluation Form window: This appears when the New Form button is clicked and shows the Evaluation Form Builder used to create new evaluation forms. The New Evaluation Form window opens with a set of two panes:
  • Left pane: Used for configuring Evaluation Form Settings, Header Settings and Scoring Header Settings for a new form.
  • Right pane: Used for creating evaluation question groups, conditional question groups and questions for the form.
• Save Form: Saves the form. Can be used throughout the form building process, however certain custom features cannot be modified after saving.
• Close Form: Closes the form without saving any changes. It is best to Save the form then Close it.
• Create Group: Creates a new question group to categorize multiple questions. At least, one question group must be created as a container for the questions. Question groups are usually based on parts of the call, such as: Call Greeting, Customer Verification, Issue Identification, Renewal, Call Closure and Wrap Up.
• Create Question: Creates a new question in the form, such as "Did the agent use the company name in their greeting?".
• Delete: Removes only selected questions or question groups from the form. Question groups can only be deleted when all questions in the group have been deleted.
• Form Option Icons: These icons initiate various form options that increase the value, depth and detail of an evaluation form. These icons are used when creating evaluation forms:
  • Scoring Modes (trophy icon): Creates custom answer types that spans all question groups and how they are scored. The available custom answer types are: Drop Down List, Radio Buttons (multi-row), Radio Buttons (single row), and Even Distribution.
  • Manage Skills (sprocket icon): Custom color-coding that spans all question groups identifying certain agent service skills. For example, Call Etiquette or Problem Resolution. Each can have a total score despite how many question groups the Skillset spans.
  • Header Categories: Custom data fields with a drop down menu placed in the Header of the evaluation from which the evaluator is able to select available choices. For example, Reason for Evaluation, Complaint, Random, or Interaction Duration.
  • Header Fields: Custom data fields are placed in the Header of the evaluation as reference when the evaluation is distributed electronically or in print.

1. From the Evaluation > Form tab, click on the New Form icon in the ribbon bar. A blank New Evaluation Form window is shown.
2. In the left-hand window pane, the Evaluation Form Settings, Header Settings and Scoring Header settings panes appear. Each can be expanded or collapsed using the Arrow button next to the name. Evaluation Form Settings are made at the end of the new evaluation form creation process. These sections are described as:
   • Evaluation Form Settings: General settings that affect the entire form. These settings are completed AFTER all other form construction is completed.
   • Header Settings: Choose which Header Categories and Fields, for example, names, IDs, and interaction information, are to be displayed on the form when it is distributed electronically or in print.
   • Scoring Header settings: Customize and weight the scores and scoring of the form.
3. In the right-hand window pane, the Question Group Navigation Bar is at the top with a blue button labeled Group-1 and the + Add Section button. Under this is the Group Name text box and the + Add Question button below it.
   • Question Group Navigation Bar and Question Group buttons: When a new question group is created, a new button labeled with the question group name appears on the row. This row of buttons will show all of the question groups created for a form. Users click on a specific group button to navigate to and open that question group. Only one question group can be open at a time. The open group is indicated as a blue button.
   • + Add Section button: Used to add the another Question Group to this form.
   • Question Group Name and Settings box: Used to name the question group and make some question group configuration settings.
   • + Add Question button: Used to add another question to the open question group.

In the right window pane, the first question group will be automatically added:

1. Note the Question Group Navigation Bar contains a Group-1 blue button (blue indicates this question group is selected and open), the + Add Section button and the blue framed text box with the text Group Name inside. This is the first question group, labeled by default Group-1. It has automatically been created.
2. The surrounding blue frame indicates this Question Group has been selected to add, modify or delete questions and question settings.
3. Enter a name in the text box, such as Call Greeting, for the question group. Note the name in the Group-1 blue button changes to the new name.

As more question groups are added, the Question Group Navigation Bar adds more labeled buttons with Question Group Names across the top of the form builder page. Users can move between question groups easily by clicking on the group name button of their choice. The blue button indicates which question group is selected and open. Only one question group can be opened and worked on at a time. The name of each question group box will change when the name of the question group is entered.

Question Groups can be created in or out of order. Users can rearrange the question groups to make the evaluation form more effective by using the drag-and-drop feature. This means the user can click on one question group button, hold the mouse button down and drag-and-drop the question group button to another place within the question group lineup. This feature is also available in the Modify Form task.

Even if the evaluation will not be using question groups, the first question group is always created and will be the container for all questions, so it still is required to have a group name.

4. The Question Group # drop down menu (small gear icon) on the right end the text field will help later if the user wishes to rearrange the order of the several question groups or create a conditional question group.

Begin adding questions to the first Question Group:

1. Click on the blue Question Group button for the group that will get new questions.
2. Click on the Create Question icon in the Forms ribbon bar or the + Add Question button in the Question Group. A blue colored blank Question n box will appear with a blue line around it. The n will be the number of the question such as Question 1 and Question 2. The blue line surrounding the box indicates this question is selected for work. The left-hand arrow next to Question n maximizes or minimizes the question box.
3. Type in or copy/paste the text of a question into the Question n text field. Question text can be up to 255 alpha-numeric characters.
4. Below the question is a set of options for scoring the answer to this question. Select from these options to meet the company evaluation needs and standards:
   1. Scoring Modes: Select one of the available answer types that are most appropriate for your question from the Scoring Mode drop-down menu. The default answer types are:
      • Yes/No: Scores the full set of designated points for Yes and 0 points for No (only with Percentile selection).
      • Yes/Partial/No: Scores the full set of designated points for Yes, 0 points for Partial and 0 points for No (only with Percentile selection).
      • 1-5 Range: Scores are based on a percentage of the full set of designated points (fractional score * # of available points=Score). The fraction is rounded up if greater than 0.5. 1=0%, 2=25%, 3=50%, 4=75%, 5=100%
      • 0-5 Range – Scores are based on a percentage of the full set of designated points that are evenly distributed. 0=0%, 1=20%, 2=40%, 3=60%, 4=80%, 5=100%.
      • Custom Range: When selected, a set of boxes will appear between the Scoring Modes drop down menu and the question text.
        • Enter or arrow up to the Max value first.
        • Enter or arrow up to the Min value last.
        • The Min value scores 0% of designated points and the Max value scores 100%.The score is based on the following formula (Score - Min Score / Max Score – Min Score).

      If the Min value is larger than the Max value or entered first, an error message in red will pop-up that reads “Min value should be less than Max value.” To have the Max value less than the Min value, use the Custom Scoring Mode called Even Distribution.

      • New Scoring Mode:If a drop down menu with radio buttons or an even distribution answer is required, refer to the Scoring Modes section for detailed instructions.

      • List of Custom Scoring Modes in alphabetical order: Select from this list an existing answer type that is appropriate for this question.

      Recommendation: It is recommended that when a new Scoring Mode is named that will only be used for one question, choose a name that easily defines where it is used. For example, “Renewals_Group5_Question1”.

   2. Allow N/A: When checked, this provides the evaluator the ability to designate this question as not applicable in the review.
   3. Points or Bucket: Depending on the Evaluation Form Settings > Scoring Type selection, the quality manager will be presented with one of the following elements within the question's Options area:
      • Points: If the Evaluation Form Settings > Scoring Type = Percentile, Points is displayed. Enter or arrow up to the maximum points desired to award a correct answer to this question. These points will be evenly distributed by percentage if the evaluator chooses any other answer. The point’s value can be set from 0 to 250 per question.
      • Bucket: If the Evaluation Form Settings > Scoring Type = Tally and with Total Score by Manual set, Bucket is displayed. Enter the bucket number choice that this question will fall into for scoring purposes.
   4. Reverse Scoring: When checked, this will reverse the scoring percentages awarded to each answer or Custom Scoring Mode.
      • Yes/No: Scores 0 points for Yes and 100% points for No.
      • Yes/Partial/No: Scores 0 points for Yes, 100% points for Partial, and 100% points for No.
      • 1-5 Range: 1=100%, 2=75%, 3=50%, 4=25%, 5=0% of designated points.
      • 0-5 Range: 0=100%, 1=80%, 2=60%, 3=40%, 4=20%, 5=0% of designated points.
      • Custom Range – The Min value scores 100% of designated points and the Max value scores 0%. The score is based on the following formula: 100% - (Score - Min Score / Max Score – Min Score).
      • New Scoring Mode: Refer to the Scoring Modes section for more information on reverse scores.
   5. Auto-Fail: Select the checkbox for this question for this form if answering this question incorrectly results in a 0 score for the entire evaluation. The Auto-Fail option will be greyed out unless the Auto-Fail settings have been enabled in the Evaluation Form Settings in the left window pane.
   6. Skill: If the drop down menu says None or is blank, this is a feature that hasn’t been setup yet. Please refer to theManage Skillsets section in this document. If the drop down menu is populated, select the color-coded category of the Skillset associated with this question.
   7. As Default: The As Default feature is applicable in combination with the Allow N/A feature. When checked, As Default is applicable while creating an evaluation where the question score will be marked as N/A, by default, 0/0. The score can be modified by the evaluator, again. The As Default option has no effect on other questions in an evaluation form.
5. Help text box: At the bottom of the Question box is the Help text box. Enter any tips to instruct an evaluator on how to answer the question. The Help field is expandable and supports up to 1,024 alpha-numeric characters per question.
6. The first question in the first question group has now been created.
7. As more questions are added to the question group, each question gets a number. Users can move between questions easily by clicking on the question number of their choice.
Questions can be created in or out of order. Users can rearrange the questions to make the evaluation form more effective by using the drag-and-drop feature. This means the user can click on one question box, hold the mouse button down and drag-and-drop the question to another place within the question lineup. This feature is also available in the Modify Form task.
8. Repeat Steps 2 through 5 to create more questions for this Question Group.
When the next question is made, CxQM pre-populates the previous question’s scoring mode, Allow N/A setting and point value. Change these as needed, per question.

Once the first question group and its questions are complete, add the next question group and its questions to the group.

1. Click on the + Add Section button or the Create Group button on the ribbon bar.
2. A new Question Group Name and Settings box is displayed. Name the question group and begin adding questions to the group as before.

1. A Question Group can be configured as a Conditional Question Group. Use this topic for more details: Using Conditional Evaluation Forms. Clicking on the "sprocket" or Settings symbol on the right-hand side of the Question Group bar opens the Question Group Configuration window. Settings include:
   1. Enable Conditional Groups checkbox: When checked, this enables Conditional Groups for the form.
      • Expose Group button: This is the default. Select this to expose or display the conditional question group on the form.
      • Elide Group button: Select this to elide or hide the conditional question group from the form.
      • All Conditions button: This is the default. 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 button: Select this if ANY condition of the conditional question group is met for this question group to be included in the scoring tabulations.
   2. Conditions window: Where the conditions for a conditional question group are selected.
      • Header Category: Click the Header Category drop-down menu and select a Header Category from the list. Header Categories are on the right-hand side of the evaluation form.
      • Category Choice(s): Click the Header Choices ellipsis button (...) to view and select Header Choices from the Choose Header Choices window.
      • Click the GREEN +Add Condition symbol to continue adding more conditions, if needed.
   3. 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.
   4. Label text box: Enter a label for the above mentioned Group Comment space.
   5. Hide Group Scores: When selected, this option suppresses the percentile base score summaries of any Question Group from being displayed.
   6. Click Close when the conditional question group settings have been made. These settings will be associated with this question group only.

After all question groups, conditional question groups, questions and answers have been entered, their settings made and any reorganizing has been completed, set the Evaluation Form Settings by performing the following:

1. Expand the Evaluation Form Settings section and set any of the following attributes to the evaluation form template as desired:
   1. Evaluation Form Name: Enter a relevant name describing the purpose for the form. Once this form is In Use by any evaluator, this field will be grayed out and cannot be changed, so make any changes to the name before activating the form. It is a best practice to add a version number (Account_Renewal_v1.0) to the form name. Once an evaluation form is In Use, it cannot be modified; however it can be copied and made into a new form with a new version in the name (Account_Renewal_v2.0) which could be modified, since the new form would be Inactive.
   2. Active Evaluation Form: Checking this checkbox activates the form so that evaluators can use the form to perform an evaluation. The default state is unchecked so that the form is inactive until deemed ready. The Evaluations > Evaluation Form Management table displays all forms that are Active or Inactive.

   Do not check the Active Evaluation Form box until the form is ready to be published to the evaluators. Several custom or advanced form features will not be available to be modified once the form is In Use by an evaluator.

   3. Only Original Evaluator can Modify: Secure evaluations based off this template by only allowing the original evaluator who conducted the evaluation to be able to modify it. The default state is checked and any evaluator will be able to view but not modify this evaluation. If unchecked, any evaluator may modify that evaluation.
   4. Automatic 0 Score after X auto-fail questions: Checking this box enables the Auto-Fail feature for the form. Set the number selector to the number of Auto-Fail questions it takes to fail or give a 0 score to this evaluation form.
      1. A user can select from a range of 1 to the maximum number of questions created in the form. Typically a small number is usually selected.
      2. If a question or question group is deleted and the auto-fail is set at the maximum number of questions in the form, the number selector will automatically correct for the number of questions remaining in the form.
   5. Lock Completed Evaluation after XX days: When checked, enables the form locking feature so that an original evaluator can’t modify the evaluation. Set the number selector to the number of days before the evaluation is locked.
   6. Hide Question Numbers checkbox: When checked, question numbers are hidden (default) on the evaluation. When unchecked, HTML, PDF and PRINT versions of an Evaluation will provide question numbering, starting with Question #1, incremented numerically by one, for every question on the form. Question numbering DOES NOT restart at #1 for each question group.
   7. Scoring Type: Select a Scoring Type from one of two buttons:
      • Percentile: When selected, Total Score by Question Weight, Question Group Weight or Skill Weight are enabled. Scoring Modes supported by Percentile include:
        • Yes/No
        • Yes/Partial/No
        • Standard Range (0-5)
        • Standard Range (1-5)
        • Custom Drop-down
        • Custom Radio Buttons (single row)
        • Custom Radio Buttons (multiple row)
        • Custom Scoring Ranges
        • Scores are evaluated as (Value/Total * 100) with optional weights
      • Tally: When selected, Total Score by Manual is enabled and no Total Score by Question Weight, Question Group Weight or Skill Weight is displayed. Scoring Modes supported by Tally include:
        • Standard Range (0-5)
        • Standard Range (1-5)
        • Custom Drop-down
        • Custom Radio Buttons (single row)
        • Custom Radio Buttons (single row)
        • Custom Scoring Ranges

1. Expand the Header Settings section and set any of the following attributes for the evaluation form template as desired:
   1. Check the checkbox next to the header categories, for example Evaluation Information, Evaluator Information and Call Information, to display all the header fields in that category on the header of the evaluation form. Uncheck the box next to the header categories to hide all the header fields in that category on the evaluation.
   2. Each header field can also be selected individually by checking to include and unchecking to exclude.
   3. The following fields are standard interaction recording information automatically included by CxQM to use in the form’s headers:
      • Evaluation Information (default)
        • Evaluation Form (Default state=displayed): The name of the Evaluation Form.
        • Evaluation Completion Date (Default state=displayed): The date the evaluation was completed by the evaluator.
        • Evaluation Reference (Default state=displayed): An CxQM generated unique reference ID for the evaluation. The format is Agent ID/YYYY/MM/DD/####. The sequential number at the end is per agent ID so all agents will start at 0001.
        • User Name (Default state=displayed): The name of the Agent being evaluated.
        • Agent ID (Default state=displayed): If your deployment registers the agent ID with every call, the Agent ID can be displayed in the header of the evaluation.

        The User Name and Agent ID are required fields on the evaluation. Even if it is unselected in the Evaluation Form, it will still be displayed to the Evaluator and in any distributed electronic or printed evaluations.

        • Agent Group Name (Default state=displayed): The Playback Group to which the agent belongs. If the agent belongs to multiple agent groups, the smallest-sized group will automatically be selected. The evaluator may also select from a drop down box to associate the evaluation’s agent with any another group to which they belong.
      • Evaluator Information
        • Evaluator Name (Default state=hidden): The name of the evaluator completing the evaluation.
        • Evaluator Login ID (Default state=hidden): The login user ID the evaluator uses.
      • Call Information
        • Call Unique ID (Default state=displayed): If the evaluation has an associated call, this is the CxQM generated file name for the call.

        Do not confuse the Call Unique ID (file name) in evaluation forms with the Unique Call ID (YYMMDDHHMMSSPORT:###) in recordings. The Unique Call ID (UCID) in the evaluation currently refers to the file name of the recording. This will be changed in upcoming versions in CxQM Quality.

        • Call Date and Time (Default state=displayed): If the evaluation has an associated call, this is the date and time the call started.
        • Call Duration (Default state=displayed): If the evaluation has an associated call, this is the length of the call.
        • Remarks 1 & 2 (Default state=hidden): If the evaluation has an associated call and the call has associated remarks, checking this field will display that information in the header of the evaluation.

        If the any of the standard headers above are unchecked or hidden, the information will not display on the header of the evaluation when distributed electronically or in print, but the Evaluation Log will still display the information.

      • Header Categories (Default state=hidden): This section includes custom header selections in the evaluation such as Reason for Evaluation. The evaluator uses a drop down box to choose from the available category choices. Please refer to the Header Categories section for more information.
      • Header Fields (Default state=hidden): This is an advanced feature in order to include custom header fields in the evaluation such as Case Number. Please refer to the Header Fields section for more information.

1. Hide Point Values: Check the box to hide the point ratios, for example, 24/30 or 24 out of 30, from the score in the evaluation. The percentage scores, for example, 80%, will still display in the Total Score, Total Score by Question Group or Score by Skill scores; however, no score will be visible for each question.
2. Total Score by: Typically used by advanced users to add a weight to a question group or Skillset category when totaling an evaluation’s score.
   • Manual: Default. Used when the scoring type selected is Tally. The Scoring Header of the form will display a Total Score section with a "Scoring Mode" drop-down populated with the list of Custom Scoring Modes. Additionally, a list of Tally Scoring Buckets derived from Header Category names as well as Conditional Question Group selections are displayed. When Manual is selected, automatic scoring is not used.

How weights are calculated: Group Score = (Weight % * Awarded Points / Available Points). Then each Group Score is divided by the sum of the group weights that were applicable. The formula is:
Group 1 Score + Group 2 Score + N/A Score for Group 3 / [Group 1 Weight % + Group 2 Weight %] = Total Score

3. Scoring Mode: Use the drop-down menu to select the Scoring Mode to be tallied.
4. Tally Scoring Buckets:
   • Tally Category: A drop-down menu list of Header Categories to choose from appears. For example, the Header Category "Reason for Evaluation" may be selected.
   • Bucket 1 Choice: This drop-down list will show the choices of the selected category. For example, if Reason for Evaluation is the header category selected, then the category's choices for the reason are listed, such as Agent Review, Complaint or Interaction Duration.
     • Color: Select a color to indicate the Bucket.
   • Bucket 2 Choice: Repeat as needed.
     • Color:
   • Bucket 3 Choice: Repeat as needed.
     • Color:
   • Bucket 4 Choice: Repeat as needed.
     • Color:
   • Bucket 5 Choice: Repeat as needed.
     • Color:

With the form settings, configured, continue adding any new additional questions and question groups in the right pane to complete the Evaluation Form Template. As questions and question groups are added, the Scoring Header section in the left pane will keep track of the total available points in each Question Group and Skillset as well as the Total Score. Questions or question groups marked as N/A will reduce the available points from the scores during the evaluation only. After review, a question or question group may be a target for removal. To do this:

1. To delete a question:
   1. Select the question group containing the question desired to delete.
   2. Select the question to be deleted. The blue question box will be highlighted by the surrounding blue line.
   3. Click on the Delete icon in the ribbon bar.
   4. A Delete Question confirmation box appears. Click Continue.
   5. The question is deleted.
2. To delete a question group:
   1. All questions within the question group must be deleted first.
   2. When the question group is empty of questions, select the question group.
   3. Click the Delete icon in the ribbon bar.
   4. A Delete Question Group confirmation box appears. Click Continue.
   5. The question group is deleted.
   6. Note that Question Group numbering is reset.

1. To save the form and keep the form open, click on the Save Form icon in the ribbon bar.
2. When finished with the form, select both of these options:
   • Save the form by clicking on the Save Form icon in the ribbon bar.
   • To close the form, click on the Close Form icon of the ribbon bar.
3. When exiting a form that doesn’t require the changes saved, a confirmation window will pop-up notifying the evaluation has not been saved, select Continue to not save the form and select Cancel to return to the form and save the changes.