Manage evaluation forms

Evaluators use evaluation forms to assess agents’ contacts with customers to ensure that agents communicate effectively and follow company policies.

NOTE Looking for the sample evaluation form? Download it here: basic-evaluation-form.xlsx

Prerequisites

You have the Administer Evaluation Forms permission.
For each form, you have a plan for the sections, the questions within each section, and all the possible answers for each question.
If you weight forms manually, you know how much weight each section contributes to the total evaluation and how many points each question is worth.

Page location

Application Management > QM > QM Configuration > Evaluation Form Manager

Procedures

Evaluation forms have three main components: sections, questions within the sections, and answer options for each question.

BEST PRACTICE Click Save Draft frequently. The form preview updates whenever you click Save Draft.

Step 1: Create an evaluation form (required)

To complete the form, follow these steps and then continue to Step 2: Create sections (required), Step 3: Create questions (required), and Step 4: Create answers for the questions (required).

Click New Form.
Enter the form name in the Name field.
Enter a description in the Description field.
(Optional) To require approval for completed evaluations, select Approval Required. To not require approval, keep this box cleared.
Select an evaluation response option.
- No Agent Response to Scored Evaluations—Agents cannot respond to scored evaluations.
- Allow Agent to Acknowledge Scored Evaluations—Agents can indicate that they have received their evaluations.
- Allow Agent to Acknowledge and Appeal Scored Evaluations—Agents can ask for an evaluation to be re-scored if they disagree with the score.
An agent’s overall score falls into one of three categories: Meets Expectations, Exceeds Expectations, or Needs Improvement. To adjust the cutoff scores between these categories (optional), click and drag the sliders in the Scoring Band Ranges section.
Select a form type.
- Percentage—The evaluation is scored based on a percentage. Sections and questions are weighted (0–100%), and the final score is a percentage.
  EXAMPLE An agent scores four out of five questions correctly, and the questions are equally weighted. The agent’s final score is 80%.
- Points—The evaluation is scored based on a point system. Sections are not weighted; instead, the number of points a section is worth determines its weight.
(Optional, percentage scoring only) To weight section and question values manually, select Manual Weighting. To have Workforce Optimization calculate weighting automatically, skip this step.

Step 2: Create sections (required)

Sections are groups of questions. For example, an evaluation form could have sections called Greeting, Security, Resolution, and Closing. A form can have multiple sections or only one. For more information about creating effective sections, see Advice for evaluation forms.

Click Add Section.
Enter the name of the first section in the Section Title field.
(Manual weighting only) Enter how much this section influences the form’s total score in the Section Weight % field. The weights for all sections must add up to 100%.
Repeat steps 1–3 until you are finished adding sections.
(Optional, manual weighting only) To give all sections the same weight, click Balance Section Weight.

Step 3: Create questions (required)

Click Add Question.
Enter the question text in the New Question field.
(Optional, manual weighting only) Enter how much this question influences the section’s total score in the Question Weight % field. The weights for all questions in this section must add up to 100%.
(Optional) Enter a description for the question in the Description field. Evaluators see this description as they use the form to evaluate contacts.
Repeat steps 1–4 until you are finished adding questions to all the sections.
(Optional, manual weighting only) To give all questions in a section the same weight, click Balance Question Weight.

Step 4: Create answers for the questions (required)

In this step, you create the options that evaluators can select from when answering questions on evaluation forms. You can add possible answers to questions in two ways: by adding each answer manually or by selecting a predefined group of answers.

Option 1: Add answers manually

Click Add Answer.
Enter the answer text in the Option 1 New Answer field.
(Optional) To create a Not Applicable answer option, select N/A. Not Applicable answer options have no percentage or point value and do not impact a section’s or form’s total score.
(Optional) To make an answer a key performance indicator (KPI), select KPI .

NOTE If your form has multiple KPI answers, you must set the priority for each option. See Prioritize KPI answers (required for forms with multiple KPI answer options).
Enter the percentage or points value for the answer option in the Percentage or Points field.

NOTE With percentage forms, a percentage of 100 gives the agent full credit for their work related to this question. A percentage of 0 gives the agent no credit. A percentage from 1 to 99 gives the agent partial credit.
Repeat steps 1–5 until you are finished adding answers.
(Optional) To change the default answer to the question, select the answer from the Default Answer drop-down list.

NOTE All questions have default answers. Evaluators can answer all the questions in a form with their default answers while evaluating a contact.

Option 2: Add answers from an answer group

An answer group is a predefined set of answer options.

Select the group from the Add Answer Group drop-down list.

Step 5: Publish an evaluation form (required)

IMPORTANT Publish a form only when you are completely finished creating it. You cannot edit a published form.

Click Publish. The form is published immediately and is available to evaluators.

Create a new answer group

Answer groups that you create are visible to anyone else who creates evaluation forms. Workforce Optimization comes with five default answer groups:

Create New Answer Group—Two blank answers, with the option to add more.
Default Single Answer—One blank answer, with the option to add more.
Default Yes/No Answer—The answers are Yes and No.
Default How did the agent do?—The answers are Exceeds expectations, Meets expectations, and Needs improvement.
Scale (1–5) Question—Answers allow agents to earn partial credit. You can adjust the scale to use more or fewer levels.

Select Create New Answer Group from the Add Answer Group drop-down list. You can also select an existing answer group and edit it.
Write and configure the answer options as needed.
Click the floppy disk icon.
Enter the name of the new answer group in the Answer Group Name field.
Click Save.

Prioritize KPI answers (required for forms with multiple KPI answer options)

If a form has multiple KPI answer options, you must rank them by priority. The highest-priority answer that an evaluator selects becomes the agent’s final score.

EXAMPLE A form has two KPI answer options: Orange and Yellow. Orange is higher in the KPI Priority list than Yellow, but the evaluator does not select Orange when evaluating a contact. However, the evaluator does select Yellow. The agent’s final score for this contact becomes the percentage or point value assigned to Yellow.

Scroll down to the KPI Priority section at the bottom of the page.
Click the arrows to move questions up or down in the priority list.

Move a section

Click the arrows next to the section title.

Move a question within a section

Click the arrows next to the question title.

Move a question to a different section

Click the three dots next to the question title.
Select Move to [section title].

Delete a section

Click the three dots next to the section title.
Click Delete Section.
Click Confirm.

Delete a question

Click the three dots next to the question title.
Select Delete Question.
Click Confirm.

Edit an evaluation form

IMPORTANT Published forms cannot be edited. If you need to edit a published form, clone it and edit the clone. See Clone an evaluation form.

From the list of forms, click Edit Form (the pencil icon).
Edit the form as needed.

Clone an evaluation form

If you need to create a new evaluation form that is similar to an existing form, cloning the form is much easier than creating the form from scratch.

From the list of forms, click Clone Form (the rectangle icon).
Enter the clone’s name in the field.
Click Save.

Archive an evaluation form

You can archive forms that are published. Archived forms cannot be used for future evaluations.

From the list of forms, click Archive Form (the file box icon).
Click Yes.

Delete an evaluation form

You can delete forms that are editable. If a form is published, you cannot delete it. To deactivate a published form, see Archive an evaluation form.

From the list of forms, click Delete Form (the trash can icon).
Click Yes.

Filter evaluation forms

From the list of forms, click Filters (the funnel icon, top left of the page). The Filters panel opens.
Click Add Filter. The Choose Filters dialog box opens.
Click a filter in the Available column to add it, or click a filter in the Selected column to remove it.
Click Update Filters. The Choose Filters dialog box closes.
Click each filter and choose its criteria.
Click Apply. Evaluation forms that meet all of the criteria in the filter set display.

NOTE To clear all filters and show all forms, click Reset.

Filter descriptions

The table below describes filters and their criteria.

Filter	Description
Created By	The person who created the form.
Date Created	When the form was created.
Form Name	The form’s title.
Last Updated	When the form was last edited.
Last Updated By	The person who most recently edited the form.
Status	The form’s state: Editable, Archived, or Published.

Export evaluation forms as a CSV file

To work with evaluation forms offline, you can export the evaluation form CSV file, add or edit forms, and import the file.

From the list of forms, click the three dots at the top of the page.
Select Export. A CSV file containing the information about all evaluation forms downloads to your device.

Import an evaluation form

From the list of forms, click the three dots at the top of the page.
Select Import.
Select the file to import. Imported forms appear in the list.

An imported file must have all the columns in the table below, in order from left to right. First Export evaluation forms as a CSV file, edit the exported file, and import it.

IMPORTANT

If you are adding a new evaluation form via CSV import, all fields that include IDs (formId, sectionId, questionId, and answerId) must be 0 (zero). Workforce Optimization adds these IDs automatically when you import the form.

If you are editing an existing form, do not change the IDs.

Column	Description
formId	The evaluation form’s ID. This is a number.
formName	The name of the evaluation form.
formDescription	The text that describes the evaluation form.
formStatus	Active—The form is published: it is available for evaluations and cannot be edited. Editable—The form can be edited. Inactive—The form is archived: it cannot be used for evaluations.
formApprovalRequired	TRUE—Evaluations completed with this form must be approved. FALSE—Approval is not required.
formScoreType	Percentage—Evaluation is scored based on a percentage. Points—Evaluation is scored based on a point system.
formResponseType	Acknowledge—Agents can indicate that they have received their evaluations. Appeal—Agents can ask for an evaluation to be re-scored if they disagree with the score. None—Agents cannot respond to scored evaluations.
formBandBreakOne	The lowest score for “meets expectations.”
formBandBreakTwo	The highest score for “meets expectations.”
manualWeighting	FALSE—The form does not use manual weighting. TRUE—The form uses manual weighting.
sectionId	The section’s ID. This is a number.
sectionName	The name of the section.
sectionOrder	A number that determines the order in which the section appears. Sections are ordered by lowest number first.
sectionWeight	The weight assigned to a section from 0–100.
questionID	The question’s ID. This is a number.
questionText	The text for the question.
questionDescription	The description for the question.
questionOrder	A number that determines the order in which the question appears. Questions are ordered by lowest number first.
questionWeight	The weight assigned to a question from 0–100.
answerId	The answer’s ID. This is a number.
answerType	Accumulative—Points for this option are added together to get the final score, assuming no KPI options are selected. KPI—If an evaluator selects this option, the final score for the form changes to this value. Not Applicable—This option has no percentage or point value and does not impact the section’s or form’s total score.
answerLabel	Y—Yes. N—No. N/A—Not applicable. <text>—A customized answer.
answerIsDefault	FALSE—This answer is not the default answer for the question. TRUE—This answer is the default answer for the question.
answerOrder	A number that determines the order in which the answer appears. Answers are ordered by lowest number first.
answerPoints	The number of points assigned to the answer.