Convert a manual evaluation form to an Auto QM form

Use Form Converter to convert an existing manual quality evaluation form into an automated form that you can use with Auto QM. Form Converter analyzes the questions in the manual form and determines which questions can be evaluated automatically. Where possible, Form Converter matches questions to existing questions in the Auto QM question library. If a suitable library question is not available, Form Converter can propose a custom question instead.

Before you create the Auto QM form, review the proposed conversion for each question and choose how you want to handle it. You can accept a proposed library or custom question, select a different library question, make a library question custom, or reject a question that you do not want to include in the Auto QM form.

Auto QM supports Yes/No and single-select questions with multiple answer options. Form Converter analyzes each source question and determines an appropriate scorable format.

EXAMPLE   A rating question such as "Rate agent professionalism from 1 to 5" can be converted to a Yes/No question such as "Did the agent maintain a professional tone throughout?"

A question with several distinct outcomes can be converted to a single-select question with multiple answer options.

A question that evaluates more than one behavior can be split into multiple questions so that each behavior can be scored separately.

Form Converter also adapts the source form to Auto QM requirements. Auto QM forms can contain a maximum of 25 questions and 6 sections. If the manual form uses points-based scoring, Form Converter converts the scoring to the percentage-based model used by Auto QM.

IMPORTANT   Not every question in a manual evaluation form is suitable for automated evaluation. Questions that cannot be converted to Auto QM are not included in the converted form and can remain in the manual evaluation for a human evaluator to assess.

Form Converter categorizes questions according to the proposed conversion and any action that you take during review.

  • Library: Uses an existing Auto QM library question and its answer options. Accept the match to replace the current question and answer options with the matched library question.

  • Custom: No close library match was found, so the question will become a custom question for your organization. After you create the form, you can reuse the custom question on other forms.

  • Fix options: The question has an issue that you must resolve before you can create the Auto QM form. Common issues include questions with fewer than two answer options or answer options that use duplicate labels. Review the message shown with the question and make the required updates.

  • Rejected: You chose not to include the library or custom question in the Auto QM form. The question remains on the manual form. You can reverse the decision before you create the Auto QM form.

  • Can't convert The question cannot be converted to an Auto QM question and will not be included in the converted form. Review the reason shown with the question for details.

Some questions cannot be converted because the answer depends on information that Auto QM cannot determine from the interaction. For example, the answer might rely on data from outside the interaction. A custom question also requires at least two answer options to be eligible for conversion.

Prerequisites

  • Your organization has the QM Intelligence or Analytics Enterprise Plus license.

  • Auto QM infrastructure and transcription are provisioned for your organization.

  • You have the Edit Auto QM and Create Auto QM Questions permissions.

  • At least one manual evaluation form is available for conversion.

  • The manual evaluation form is in a Published or Editable state.

  • To create questions that use custom metadata, both of the following are required:

    • Your organization has the Analytics Enterprise or Analytics Enterprise Plus license.

    • Custom metadata is configured on the Metadata Manager page. See Manage custom metadata fields.

Page location

Application Management > Auto QM Configuration > Auto QM Evaluation Form Manager > Convert manual form

Procedures

Analyze a manual evaluation form

Select the manual evaluation form that you want to convert and run the analysis. Form Converter analyzes the questions and proposes how each suitable question can be represented in Auto QM. Running the analysis does not change the original manual form or create an Auto QM form.

  1. Click Convert manual form. The Form Converter page opens and displays the manual evaluation forms that are available for conversion.

  2. Select the manual evaluation form that you want to convert.

  3. Click Analyze and map. Form Converter analyzes the questions in the selected form. It looks for a suitable question in the Auto QM question library for each question that can be evaluated automatically. If no close library match is available, Form Converter can propose a custom question. When the analysis is complete, the review page opens under the name of the selected form.

    NOTE   Analysis can take several minutes, depending on the size and complexity of the form.

Review the conversion results

Review each question and choose an action before you create the Auto QM form. The review page provides counters that summarize the results of the analysis and help you keep the converted form within the Auto QM limits.

IMPORTANT   You must review each question and choose an action before you can create the Auto QM form.

  1. Review the following counters:

    • Extracted questions: Number of questions extracted from the manual evaluation form. This number should match the total number of questions in the original manual evaluation form.

    • Mapped to library: Number of questions that Form Converter matched to existing Auto QM library questions.

    • Custom questions: Number of questions proposed as custom questions.

    • Questions on form: Number of questions currently included in the converted form, out of the maximum of 25.

    • Sections used: Number of sections currently included in the converted form, out of the maximum of 6.

  2. Review each question. Compare the original manual question with the proposed Auto QM question, its answer options, and the proposed conversion type.

  3. For a library question, take one of the following actions:

    • Click Accept match to use the proposed Auto QM library question and its answer options.

    • Choose a different library question if the proposed question does not accurately evaluate the intended behavior.

    • Click Make custom if you want to use a custom question instead of a library question.

    • Click Reject if you do not want to include the question in the Auto QM form.

  4. For a custom question, review the proposed question and answer options. You can modify the suggested content as needed. Click Accept custom if you want to include the proposed custom question in the Auto QM form.

  5. Resolve any question marked Fix options.

    The question has an issue that you must resolve before you can create the Auto QM form. Review the message shown with the question and make the required changes.

    • If the question has fewer than two answer options, add enough options so that at least two are available.

    • If the question contains duplicate option labels, update the duplicated options so that each option has a unique label.

  6. Review any question marked Can't convert.

    The question will not be included in the converted Auto QM form. Review the reason shown with the question to understand why it cannot be converted. For example, the answer might rely on data from outside the interaction.

    NOTE   Conversion failure messages are displayed on the affected question. Review the message shown with the question for details about why it could not be converted

  7. Review the Questions on form and Sections used counters. Make sure the converted form contains no more than 25 questions and 6 sections.

Change a proposed library match

If the proposed library question does not accurately represent the behavior that you want to evaluate, select a different question from the Auto QM question library.

  1. Locate the library question that you want to change.

  2. Open Choose a library question.

  3. Search for a suitable Auto QM library question.

    The Current label identifies the question that is currently matched to the manual question.

  4. Select the question that you want to use.

  5. Click Use this. The selected library question and its answer options replace the previous proposed match.

  6. Review the new match and click Accept match if you want to include it in the converted form.

Make a library question custom

If the Auto QM question library does not contain an appropriate question for the behavior that you want to evaluate, you can use a custom question instead. The custom question is specific to your organization and can be reused on other forms after you create the converted form.

  1. Locate the library question that you want to convert to a custom question.

  2. Click Make custom. The question changes from a library question to a custom question.

  3. Review the custom question and its answer options.

  4. Make any required changes to the question or answer options.

  5. Click Accept custom to include the custom question in the converted form.

Reject a question

Reject a library or custom question if you do not want to include it in the converted Auto QM form. Rejecting a question does not remove the question from the original manual evaluation form, and you can reverse your decision before you create the Auto QM form.

  1. Locate the question that you do not want to include.

  2. Click Reject. The question moves to the Rejected category and is removed from the proposed Auto QM form. The question remains on the original manual evaluation form.

  3. If you change your decision, reset the question and select another action before you create the Auto QM form.

Handle unreviewed questions

Every question requires a review decision before you create the Auto QM form. If you do not want to review the remaining unreviewed questions individually, you can exclude them from the converted form.

  1. Review the questions that remain unreviewed.

  2. Click Ignore unreviewed if you do not want to include the remaining unreviewed questions in the converted form.

  3. Review the updated question and form counters before creating the form.

Create the Auto QM form

After you review the conversion results and resolve any issues, create the Auto QM form. The converted form remains editable so that you can make additional changes and test its questions before using it for production evaluations.

  1. Make sure you have reviewed all questions or chosen to ignore the remaining unreviewed questions.

  2. Resolve all questions marked Fix options.

  3. Confirm that the converted form contains no more than 25 questions and 6 sections.

    NOTE   The Convert form in Auto QM button becomes available only after all questions have been reviewed or ignored, all Fix options have been resolved, and the form meets the question and section limits.

  4. Click Convert form in Auto QM. Form Converter creates the Auto QM form in an Editable state. Library questions are added using the accepted library questions and answer options. Accepted custom questions are created for your organization and are available for testing.

  5. Review the converted Auto QM form and make any additional changes that are required.

  6. Use Form Validator to test the form and its custom questions before publishing the form. See Test an Auto QM form with Form Validator.

NOTE   After conversion, the converted Auto QM form is created in an Editable state. This allows you to update and test the form before publishing it. Custom questions created during conversion must be validated before they are used for production scoring. Use Form Validator to run the form against real interactions and compare the Auto QM results with the expected results. If a custom question does not produce the expected result, update the question and test the form again. When you are satisfied with the results, publish the custom questions and then publish the form.

Forms with more than 25 questions

An Auto QM form can contain a maximum of 25 questions. Manual evaluation forms can contain more questions, so a source form might not fit into a single Auto QM form.

If the converted form exceeds the limit, reduce the number of questions to 25 or fewer. You can repeat the conversion process for the same manual evaluation form and use the remaining questions to create another Auto QM form.

Points-based manual forms

Manual QM forms can use points-based or percentage-based scoring. Auto QM uses percentage-based scoring. When you convert a points-based manual evaluation form, Form Converter converts its scoring to the percentage-based model used by the Auto QM form.

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