Setup Evaluation Form Options

You must have the default Administrator role or a custom role that includes the following permissions to setup qulity evaluation form options:

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

Administrators will construct the Evaluation Forms Options tables found on the Evaluation > Forms tab.

Before beginning to design and input evaluation forms, consider using a set of options that will aid in building question and answer templates and custom header categories and fields that can be used across multiple forms.

Many of the following options are easier to manage when setup first and tweaked as a form is created; however, once a form has been saved, any modify and delete functions of these Form Options will be limited.

Scoring Modes: Scoring Modes are used to configure answer choices and how the points should be distributed across the answer choices. For example, answers that require customized text and scores such as Drop Down Lists, Radio Buttons (Select One), and Even Distribution (Excellent, Good, Fair, Poor, and Extremely Poor) can be setup from the Scoring Modes icon on the ribbon bar or from within each individual question.

• Each Scoring Mode can be setup for one-time use or global use across multiple forms.
• Once setup, these answer sets can be selected from any question’s drop down menu when creating a new form.
• Pre-programmed scoring modes already provided in the question’s drop down menu are: Yes/No, Yes/Partial/No, 1-5 range, 0-5 range, and custom numerical ranges.

Skillsets Categories: Skillset Categories assign color-codes to identify collected agent service skills. These can be used for each question or across multiple question groups. For example, questions regarding call etiquette can have the skillset named Etiquette selected with its yellow dot. This is for easy identification of skillsets.

• Each Skillset can have a total score despite how many question groups the Skillset spans.
• Once setup, these Skillset categories can be selected from any question’s drop down menu when creating a new form or question.
• Typically, most deployments choose one scoring method by either question groups or Skillsets, but the option for both is available.
• No pre-programmed Skillsets are provided in CxQM Quality.

Header Categories: Administrators can add custom data headers to the Header of the evaluation. The evaluator is then able to select available choices from a drop down menu. For example, one header may allow selection of a Reason for Evaluation: Complaint, Random or Call Duration. Another example is Customer Type: Residential, Business, Non-Profit, Government and School.

• Each header category provides a place for an evaluator to choose evaluation types from a drop-down menu of choices.
• Once setup, these Header Categories can be selected by the evaluator within the header of the evaluation.
• No pre-programmed header categories are provided in CxQM Quality.

Header Fields: Administrators can add custom data fields to the Header of the evaluation. These act as a reference when the evaluation is distributed electronically or in print. Examples are Case Number or Account Number.

• Each Header Field provides a place for an evaluator to enter a value.
• Once setup, these Header Fields can be selected by the evaluator within the header of the evaluation.
• Pre-programmed recording header fields already provided in CxQM Quality are: Form Name, Completion Date, Reference ID, Agent Name and ID, Agent’s Group and Manager, Evaluator Name and ID, Call Unique ID, Call Date and Time, Call Duration, as well as Remarks 1 & 2 with the call.

If none of the above options are required in any of the quality management forms or if the QM team is unsure, please skip the following instructions for Form Options and begin building a new form.

The next several sections contain step-by-step instructions on how to create, view, modify and delete these Form Options.

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You might also be interested in:

• Scoring Modes
• Manage Skillsets
• Header Categories
• Header Fields