Using Conditional Evaluation Forms

You must have the default Administrator or Supervisor role or a custom role that includes the permissions to use the Recordings > Playback tab > Evaluate button to access the Evaluation tab and conduct an evaluation:

VIEW_PLAYBACK_CALLS

Quality > Evaluations > Create

Conditional forms can expand the value of an evaluation form by making it useful in a number of evaluation scenarios. For example, an agent review form with five groups of questions can be created with additional groups of questions such as one group for Sales, one for Scheduling and one for Customer Service. The form can then be conditioned so that the original five questions groups are shown while a selected conditional group, such as Customer Satisfaction, can also be shown to the evaluator for use in the evaluation form. Conditional question groups can allow a single form to be used a number of ways.

Typically, the steps to conduct and complete a conditional evaluation are:

  • Select the recording or recording portion to evaluate.
  • Open and prepare a conditional evaluation form.
  • Listen to the recording and answer the evaluation form questions.
  • Add any e-learning materials or interaction recording snippets to the form.
  • Complete the evaluation form.
  • Distribute the evaluation form.
  • Close the evaluation form.
  1. Open the Playback tab window located at Recordings > Playback.
  2. Choose a recording to evaluate, highlight it.
  3. Click Evaluate. The recording’s data will be populated and attached to the evaluation automatically.

    If an error message appears stating “Interaction requires an agent evaluation license.”, then the agent’s ID is not enabled with an Evaluation license and cannot be evaluated. Click OK and discuss with your Local Administrator.

  4. The screen will switch to the Evaluation > Evaluations > New Evaluation tab. The call information and agent information will populate in the Evaluation Info header section.
  5. The Modify Play Options window appears if there is a screen recording attached to the evaluation, otherwise, the audio recording begins playing. If this is an evaluation for a recording with a screen recording, select one:
    • Play Audio Only: Select this to play the recorded audio only using the media player. The audio recording will pop-up at the bottom of the evaluation window and begin playing immediately in the CxQM Media Player. This may be paused and restarted should there be a need to acclimate to the questions before listening to the interaction.
    • Play Audio & Video: Select this to hear the audio and see the screen recordings using the Video Player. The audio and screen captured recordings will pop-up in Video Player on top of the evaluation window and begin playing immediately. This may be paused and restarted should there be a need to acclimate to the questions before listening to and viewing the interaction.
  6. A blank evaluation appears while the interaction is playing. The evaluator selects the conditional evaluation form template to be used by clicking on the Form Name drop-down box in the Evaluation Info header section.
  7. The conditional form is retrieved and populates the tab.
  8. The conditional form will display all of its non-conditional and conditional question groups. The evaluator selects from the Form Type drop-down menu which conditional question groups are to be shown for use in the evaluation form, such as Sales, using a Header category, such as Form Type. An example is:
    • Form Type (a header category)
      • Sales (a Form Type header choice)
      • Customer Service (a Form Type header choice)
      • Scheduling (a Form Type header choice)
  9. The evaluation form updates to display all non-conditional question groups AND all selected conditional question groups, such as Sales, and is ready for use.

Either as the evaluator is listening to the call or after the whole call has played, start answering the questions. As each question is answered, CxQM Quality tallies the score on the right side. A few choices the evaluator has at their discretion are:

  1. When the question is confusing, click on the Evaluator Help(?) icon to gain tips from the on how to evaluate the question. Not all questions may have Evaluator Help.
  2. If the question is not applicable for the call’s content, select the N/A button in the answer column. The points for this question will not be included in the total score. The total available points will be lowered.
  3. If the question has an Auto-Fail (Orange Triangle !) icon, the question is Auto-Fail enabled.
    1. A properly scored Auto-Fail question will pass uneventfully and will add its points to the score totals.
    2. When the agent handled the situation improperly, the question will be scored by the evaluator as a fail. At that time an Auto-Fail enabled question may display an alert in red Auto-Fail Triggered, the Total Score for the entire evaluation will be “0%”.
    3. Depending on how the Evaluation Form was setup, sometimes more than one Auto-Fail enabled question must be failed before the Auto-Fail is triggered. To Auto-Fail the evaluation, the number of questions needs to meet or exceed the evaluation form’s auto-fail threshold located in the Evaluation Form’s settings.
    4. Should there be a need to clear the Auto-Fail, change the answer to any questions so that the Auto-Fail threshold is no longer met. The alert message will disappear and the evaluation score is tallied as normal.
    5. Any Auto-Failed Evaluations will be included in the evaluation reports with a score of 0%.
  4. If the evaluator would like to make a comment or remark associated with the question, select the Comment (Paper/Pen) icon in the third column to bring in the Comment text box under the question. Type or copy/paste a remark in the Comment text box.
    1. When a question has a comment, an agent can view the comment. The coach can choose whether to send the Full Evaluation or just Select Comments (without the question) out of the evaluation.
    2. If no comments for a question have been made, then the Full Evaluation should be sent.
    3. An emailed, printed or exported evaluation will display the comment under the question.
  1. If any reference document or any other learning material needs to be attached with a correlated question, the evaluator can click on the Attachment (paperclip) icon in the third column. As there are several features available when attaching a file, please refer to the Evaluation Attachments section for detailed instructions.
    1. File attachments attached to a question can only be viewed when the Full Evaluation is sent.
    2. File attachments attached to a question cannot be viewed by an agent when a coaching session assignment is configured to send only Select Comments.
    3. An emailed, printed or exported evaluation will not include the attachment in the PDF; however the name of the file will display under the question or comment.
  2. If a snippet of the call needs to be attached to the related question, the evaluator can click on the Add a Call Portion (Phone) icon in the third column. There are several features available when adding a call portion, please refer to the Evaluation Attachments section for detailed instructions.
    1. When a question has a call portion assigned, an agent can play the snippet. The call portion will be played whether the coach chooses either Full Evaluation or Select Comments (without the question).
    2. An emailed, printed or exported evaluation will not play any call portions attached to the evaluation; however a Start Point and End Point will be designated in seconds underneath the question.
  1. Some questions may be scored differently than others. Some question groups or skillset scores can be weighted, reverse scored, or scored by default.
    1. Weighted Scores: Each question group or skillset categories can have a weighting scale averaged into the score total. For example, a Conflict Resolution skillset score may consist of 50% of the total score where as a Documentation skillset score may only consist of 5% or the total score.
    2. Negative or Reverse Scoring: Any of the answer types can be assigned a reverse score. For example, where Yes = 0% and No=100% of the points.
    3. Default Scoring: If all the questions have an associated default answer pre-selected, then when the evaluation is saved the scores are tallied for all the pre-set answers.

    2. If ALL questions in the evaluation have pre-set default scores without any changes made, then the evaluation status will be marked as COMPLETED when the evaluation is saved.

  2. To skip to a specific question group, click on the desired section in the Navigation window on the right. Continue answering the questions and paginating through the form using this Navigation window.

If completed, distribute the evaluation to the agent or agent’s manager by clicking on one of the following icons in the ribbon bar:

  1. Email Evaluation: In the Send Email pop up box, add an email address in the To: field as well as a subject and a message. It is recommended to include a reply address in the message because the From: address is determined by the Recorder Administrator in the setup of the recorder. Click Send.
  2. Export Evaluation: In the Select Export Option pop-up box, choose whether to export either a PDF or and Excel file type. A Windows dialog box will appear, Save the file in the desired folder.
  3. Print Evaluation: A new Tab will pop up titled Print Evaluation of <Agent Name>. Click the Print Results icon in the ribbon bar and the Close icon in the ribbon bar when done.
  4. Coaching Session: If the agent or agent’s manager have an CxQM User ID, evaluators can electronically send an evaluation or call recording, schedule a date for a person-to-person review, confirm receipt and track progress of the evaluation all in one step. Refer to the Conduct Coaching and E-Learning Activities for detailed instructions.
  1. Select Close Evaluation to exit the evaluation. The new evaluation will be listed in the Evaluations list.
    1. If the evaluation is not completed, the status will say Started.
    2. If the evaluation is complete, the status will be Completed.
  2. When the set amount of time has transpired, the status of the evaluation may be Locked. It can no longer be modified. The form template when configured was set to lock after a specific number of days, but the number of days set will not be available to those who cannot view the settings of the form template.