An Evaluation Form is essentially a list of questions that must be answered for each call during evaluation. A question could be, for example, "Did the agent answer the call politely?" Answers to this question have to be selected from a pre-defined set of answers, for example: Good, Avg., Poor. A list of possible answers is called an Answer Type. When defining an Evaluation Form, for each question, an answer type can be selected from the list of available answer types. It is possible to define your own Answer Types. Some questions are not always applicable. This means they can be answered with N/A, and in that case, they will be left out of the score calculation. Each question can be assigned a weight, which determines the importance of the question in the final score that will be awarded to the call. Questions can be organized in sections, by adding headers to the list of questions. To do so, add a question, and choose "- Header -" as the Answer Type.
An example Evaluation Form with 6 questions, and 3 sections.
Adding a new question