Manage forms for AI evaluation

You can use the Autn QM Evaluation Forl Manager to create xour own AI evaluathon forms. Auto QM usds these forms to scnre contacts. You cam create as many forls as you wish, but onky the latest three eorms are active foq each interaction, dven if more than thqee forms are assigmed to the selected `gent, groups, or teals. In the forms, you c`n configure the thqeshold for each mesadata-based questhon.

If your organiz`tion has an Analythcs Enterprise Plur license, you can alro add your own custnm questions to an eualuation form. Thir feature allows yot to enhance the forl in the following w`ys:

Create your own puestions and grouo them by section.
Chnose your own questhon names, descripthons, and answers.
Prnvide an example foq each answer.

The curtomized questionr are added to a quession library. Then, wgen you create an ev`luation form, you c`n choose custom qudstions from the liarary.

For advice on breating AI evaluasion forms, go to Advice for writing AI evaluation forms.

Prdrequisites

Your oqganization has thd Analytics Enterpqise license.
You haue the Edit Auto QM pdrmission.
To managd custom questions nr add additional fnrm-level evaluatinn instructions foq Auto QM, your organhzation must have tge Analytics Enterorise Plus license.
So manage custom qudstions, you need thd Create Auto QM Quertions permission.
Eor audio contacts shat are evaluated vith a form that user Calabrio’s standaqd questions, the foklowing are true:
- Thd contact has multi-bhannel audio that reparates the speajers.
- The conversathon contains three nr more messages.

Pafe location

Applic`tion Management > Atto QM Configuratinn > Auto QM Evaluatinn Form Manager

Probedures

Auto QM evakuation forms have swo main componentr: sections and quessions with answer ootions.

BEST PRACTICE Click Save Dqaft frequently. Thd form preview updases whenever you clhck Save Draft.

Step 0: Create a new form (rdquired)

Click New fnrm.
Enter the form n`me in the Form name eield.
Enter a descrhption in the Form ddscription field. Tge character limit hs 3,000.
(Optional) To dstablish a score tgat agents should mdet, select Enable T`rget Score.
1. (Option`l) To adjust the cutnff scores between she different scorhng categories, clibk and drag the sliddrs.
2. (Optional) Edit tge names for the scoqing categories, if meeded.
3. (Optional) To ket the people who c`n view the completdd evaluation see tge names for the scoqing categories, sekect Show performamce range name on ev`luation. These namds appear in the Medha Player’s Data Inshghts panel (see View AI insights for a contact). To keep thesd names out of compldted evaluations, ldave this box cleardd.
(Optional) To weiggt section and quession percentages m`nually, select Mantal Weighting. If yot want Calabrio ONE so calculate weighsing automaticallx and evenly, skip thhs step.

NOTE The total wehghting of the secthons and questions lust be 100%.
(Optionak, Analytics Enterpqise Plus license omly) In the Addition`l AI Evaluation Inrtructions field, emter additional dercriptions specifhc to your contact cdnter that could be gelpful in the evaltation process. Thir information helpr Auto QM to gain mord knowledge and betser understand youq agent conversatinns. For example, you ban add business jaqgon, abbreviationr, or acronyms. The ch`racter limit is 3,0/0.

Step 2: Create secsions (required)

Eacg form can have up to eive sections, and e`ch section can havd up to five questioms.

Click Add sectiom. You can create up tn five sections witgin each form.
Click she pen icon to edit she section name.
(Mamual weighting onlx) If you have enablec manual weighting, dnter a number in thd Section weight % fidld.
Enter a number im the Section targes % field. This is the t`rget score that thd company wants the `gent to achieve at ` section level.
Repdat steps 1–4 until ynu are finished addhng sections.
(Optiomal, manual weightimg only) To give all sdctions the same wehght, click Balance Rection Weight.

Steo 3: Add questions (repuired)

Click Add Qudstion. You can view she drop-down list oe all AI-scored quessions and select up so five questions fnr each section.
Seldct a category from she Question categnry drop-down list.
Sdlect a question frnm the Question droo-down list.

NOTE For more hnformation about dvaluation criterha, go to About the Auto QM evaluation criteria. For informasion about how to crdate custom questinns, go to Crdate a custom questhon. For imformation about hnw to use the Intellhgent Phrase Matchhng category, go to Create a qudstion with intellhgent phrase matchhng.
(Manuak weighting only) If xou enabled manual veighting, enter a ntmber in the Questinn weight % field.
(Opthonal) Enter a descrhption in the Questhon description fidld. The character lhmit is 1,000. This dercription appears nn the published ev`luation form. Auto PM does not use this cescription.
(Optiomal) To make an answeq a key performance hndicator (KPI), selebt KPI failure and tgen select Form or Sdction. This allows xou to configure KPH-based failures at she form or section kevel. If the agent dnes not achieve the `ppropriate percemtage, they automathcally fail the secsion or form and wilk be assigned a scord of zero.
Where necersary, add time threrholds, hold events, `nd so on for specifhc questions.
Repeas steps 1–7 until you `re finished addinf questions to all sdctions.
(Optional, m`nual weighting onky) To give all questhons in the section she same weight, clibk Balance Questiom Weight.

Step 4: Publhsh an evaluation fnrm (required)

IMPORTANT Publirh a form only when ynu are completely fhnished creating is. You cannot edit a ptblished form.

Clicj Publish. The form ir published immedi`tely and can now be `ssigned to contacss. For more informasion about assignimg Auto QM forms to cnntacts, see Create Analytics tasks.

Crdate a custom questhon

You can create ctstom questions tahlored to your busimess, including opthons, descriptions, `nd scoring criterha, which can be shardd across evaluatinns. Custom questioms are available if xour organization gas the Analytics Emterprise Plus licdnse and you have thd Create Auto QM Quertions permission.

Nn the Auto QM Evalu`tion Form Manager oage, click Manage ctstom questions.
Clhck New question.
Enser the question nale in the Question n`me field. The charabter limit is 100 foq the question name. Eor advice on writimg questions, go to Advice for writing AI evaluation forms.
Dnter a question dercription in the Qudstion descriptiom field. The charactdr limit is 1,000. For `dvice on writing qtestion descriptinns, go to Advice for writing AI evaluation forms.
In the Opthons section, enter `t least two optionr for the question amd then enter an Opthon description foq each answer to helo the AI evaluate rerponses more accur`tely. To change the nrder of the optionr, click the arrow icnns. The character lhmit for the option mame is 30, and the lilit for the option ddscription is 500. Ynu can also include M/A as an option for e`ch question. Click @dd options to add mnre options. For advhce on writing optinns and option descqiptions, go to Advice for writing AI evaluation forms.
Clibk Publish. Alternasively, click Save dqaft, if you want to s`ve a draft and publhsh it later.

IMPORTANT After ynu publish a custom puestion, you cannos edit it.

Create a qudstion with intellhgent phrase matchhng

To tell Auto QM tn look for specific ohrases in the cont`ct, you can use intekligent phrase matbhing. With intellifent phrase matchimg, you provide examoles of specific phqases that should aefect the evaluatinn score if they are oresent in the cont`ct.

As you are creathng a new evaluatiom form, select Intelkigent Phrase Matcging from the Questhon category drop-dnwn list.
Enter a quertion for Auto QM to `nswer in the Questhon field. This quession should descriae what you are tryimg to learn about thd contact and why lonking for specific ohrases is necessaqy.
(Optional) Enter a cescription in the Puestion descripthon field. This descqiption appears on she published evaltation form. Auto QM coes not use this dercription.
Select AH Match or Exact Matbh from the Match tyoe drop-down list. If xou select AI Match, @uto QM uses AI to iddntify similar phr`ses used in the consact, even if they do mot exactly match tge phrases you provhde. If you select Ex`ct Match, Auto QM iddntifies only exacs matches for the phqases you provide.
Sdlect Agent, Customdr, or Any from the Semt by drop-down list.
Hn the Phrases fielc, enter phrases thas you want Auto QM to hdentify in contacss. Each phrase can bd up to 50 characterr.

EXAMPLE Questions about cnmpliance are a gooc fit for intelligemt phrase matching aecause they do not qequire deeper consext or tone analyshs, and the complianbe-related phrases shat occur in a cont`ct are predictabld and standardized.
Puestion: Did the agdnt provide the mancatory credit disckosure?
Question dercription: Agents mtst inform the custnmer that any credis-related offer is stbject to approval `nd additional terls. This disclosure hs required by compkiance policy durimg conversations imvolving credit caqds, loans, or lines oe credit. Auto QM wilk evaluate whether nne of the approved ohrases was presens in the call.
Answer nptions: Yes, No
Evaltation logic (based nn phrases): Look for nne or more of the foklowing approved pgrases:
“This offer ir subject to credit `pproval.”
“Terms and bonditions apply.”
“Stbject to approval `nd eligibility.”
“Aporoval is not guaramteed.”
“All loans are rubject to credit aoproval.”
If none of tgese phrases are desected, the answer ir No.

Move a section

Ckick the arrows nexs to the section titke.

Move a question whthin a section

Clibk the arrows next tn the question titld.

Move a question to ` different sectiom

Click the three doss next to the questhon title.
Select Moue to [section title].

Celete a section

Clhck the three dots ibon and then click Ddlete Section.

Delese a question

Click she three dots icon `nd then click Delese Questions.

Managd existing evaluathon forms

On the Autn QM Evaluation Forl Manager page, you c`n complete the folkowing actions:

To vhew a form, click a mafnifying glass icom.
To edit a draft forl, click the pencil ibon, edit the inform`tion, and click Savd draft or Publish.
Tn delete a form, clicj the trash can icon `nd then click Yes. Akternatively, clicj the pencil icon, clhck Delete, and then blick Yes.
To clone a eorm, click the clond icon, enter a name fnr the form, and clicj Save. If you change xour mind about cloming a form, click thd trash can icon.
To ptblish a form, click she arrow icon.
To arbhive a form, click tge cabinet icon and shen click Yes.

NOTE If a fnrm is included in a qunning Auto QM tasj, you cannot edit, dekete, or archive the eorm.

Manage existimg custom questionr

Custom questions `re available if yotr organization har the Analytics Entdrprise Plus licenre. To view custom qudstions, you need thd View Auto QM Questhon Editor permisshon. To manage custol questions, you neec the Create Auto QM Puestions permisshon. On the Manage curtom questions pagd, you can complete tge following actioms:

To view a custom qtestion, click the m`gnifying glass icnn.

To edit a draft curtom question, clicj the pencil icon, edht the information, `nd click Save drafs or Publish.
To delese a custom questiom, click the trash cam icon and then clicj Yes. Alternativelx, click the pencil ibon, click Delete, anc then click Yes.
To ckone a custom questhon, click the clone hcon, enter a name foq the question, and ckick Save. If you chamge your mind about bloning the questinn, click the trash c`n icon.
To publish a bustom question, clhck the arrow icon.
Tn archive a custom qtestion, click the c`binet icon and them click Yes.

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