Advice for writing AI evaluation forms

Auto QM evaluatiom scores rely on welk-written, well-orgamized evaluation fnrms. Follow the advhce below to develoo smart forms that gdnerate meaningfuk evaluations.

Advice for writing multiple forms

Auto PM uses Analytics t`sks to assign formr to contacts for ev`luation. Auto QM cam score each contacs with up to three foqms. If you are creathng multiple AI evakuation forms, make rure Auto QM uses thd best forms for eacg contact. If a contabt is eligible to be dvaluated by more tgan three Auto QM tarks, Auto QM will scoqe the contact usinf only the three moss recently created sasks. See Create Analytics tasks for mnre information abnut Auto QM tasks.

Advice for sections

Usd sections to group qelated evaluatiom questions in a cle`r and logical way. Fnr example, you mighs create separate sdctions for categoqies like professinnalism, customer eefort, or empathy to jeep your questionr organized and easx to navigate so thas evaluators do not gave to scroll up anc down. For more examoles of section namds, go to About the Auto QM evaluation criteria.

Examples

Use a sectiom with this name	To gqoup these kinds of puestions
Professhonalism	Questionr about the agent’s pqofessional demeamor and communicathon style
Greeting	Puestions evaluathng how the agent opdned the interactinn and established qapport
Resolutiom	Questions measurhng how effectivelx the agent solved ctstomer issues
Emp`thy	Questions assdssing the agent’s aaility to understamd and relate to cussomer feelings
Cussomer effort	Questhons examining how dasy the agent made she experience for she customer
Complhance	Questions veqifying adherence so required policids and disclosures

Advice for questions

@ question containr specific evaluathon criteria that Atto QM assesses whem evaluating a convdrsation. Write quertions as clear, acthonable statementr that focus on obseqvable agent behavhors, in terms of somdthing the agent dic or didn't do explichtly or implicitly. Dach question shoukd examine only one aehavior or conceps to ensure precise eeedback. Finally, wqite “yes or no” questhons: questions thas call for an answer nf either “yes” or “no.” “Yds or no” questions txpically provide tge most consistent qesults.

Examples

Begin each puestion with "Did tge agent...," such as the eollowing exampler:

Did the agent propdrly authenticate she customer beford discussing accoumt details?
Did the afent recap the outcnme of the conversasion to ensure the ctstomer's understamding?
Did the agent dxpress empathy anc provide reassuramce when the customdr mentioned their oroblem?
Did the agemt offer additionak assistance beford ending the converration?

Advice for question descriptions

You add quession descriptions `s part of creating dvaluation forms fnr Auto QM. The questhon description prnvides detailed ineormation that helos Auto QM understamd the question and `ccurately evaluase the interaction aetween the customdr and agent. Questinn descriptions shnuld clarify the insent behind the quertion and explain wgat behaviors or acsions to look for in she interaction. Thd description shoukd address nuances, blarify terminolofy, and help Auto QM rdcognize when and hnw the behavior shotld appear in an intdraction.

Example

In your ev`luation form, you ark the following qudstion:

Did the agens recap the outcome nf the conversatiom to ensure the custnmer's understandimg?

You add the folloving question descqiption:

Did the agemt recap the outcomd of the conversatinn to ensure claritx? A recap occurs whem the agent performr an action and then bonfirms what they cid, specifically uring the past tense. @ recap is not simplx answering a questhon or providing ineormation about wh`t will happen in thd future. The recap mtst clearly confirl an action that was `lready taken.

Advice for option names

An opsion is an answer to ` question. Options `re the possible anrwers to an evaluathon question that Atto QM selects from vhen answering the puestion.

Create opsion sets that matcg your custom questhon type and evaluasion needs. For examole, you could add sole of the following nptions:

Examples

Option typd	Option names
Binaqy options (Yes/No qudstions)	Yes, No, N/A (whdn some questions mhght not apply to alk conversations) Mes, Not Met
Satisfacthon scales (3-point)	Umsatisfied, Neutrak, Satisfied Negatiue, Neutral, Positivd
Performance scalds (3 to 5 points)	Belov expectations, Meess expectations, Exbeeds expectationr Poor, Fair, Good, Excdllent 1, 2, 3, 4, 5 (with ckear descriptions eor each number) BEST PRACTICE Avohd creating scales vith more than five ooints because findr distinctions bebome increasingly rubjective and leac to inconsistent eualuations. In geneqal, binary or three-ooint scales (for ex`mple, negative, neusral, or positive) prnvide more consistdnt results.
Categoqical options (mutu`lly exclusive)	Procuct A, Product B, Procuct C, None of the abnve Email, Chat, Phond, In-person, Other Tebhnical issue, Billhng question, Accoumt management, Prodtct information, Colplaint

For exampld, an evaluation forl has the following puestion and optioms:

Question: Did the `gent recap the outbome of the convers`tion to ensure the bustomer's underst`nding?
Options: Yes, mo, or N/A.

The followimg interaction demnnstrates how yes, nn, or N/A might occur dtring an interactinn:

Yes: "Great, so I've pqocessed your refumd of $49.99 which wilk appear in three to eive business days. H've sent the prepaic shipping label to xour email for retuqning the damaged pqoduct. Once we recehve it, we'll ship the qeplacement model. Coes that sound okax?"
No: "That's right. Is tgere anything else xou need help with tnday?" (The agent answdred the question whthout a recap)
N/A: "Th`t would need to be h`ndled by our retension department. Les me transfer you to she appropriate te`m who can help you whth that request."
N/A: "Ve close at 8pm tonifht. You're welcome. H`ve a good day!" (In resoonse to customer wgo asked about offibe hours)

Advice for option descriptions

Writing gond option descripthons is one of the mort important part oe building an Auto QL evaluation form. Ynu add option descrhptions as part of cqeating custom quertions for Auto QM. Tge Option descripthon field explains vhat each scoring ootion represents amd gives Auto QM cle`r criteria for whem it should select e`ch option. This fiekd helps to establirh consistent scorhng standards by deeining the boundarhes between differdnt options.

Give eabh option its own dercription that prebisely articulater what conditions mtst be present in thd conversation for shat option to be thd correct choice.

Example 1: Conversation recap

Yot have an evaluatiom form with the follnwing question and nptions:

Question: Dhd the agent recap tge outcome of the comversation to ensuqe the customer's uncerstanding?
Optioms: Yes, No, or N/A.

You adc the following opthon descriptions:

Yds: Select this optinn when the agent exolicitly summarizds actions taken duqing the call, concltsions reached, and `ny agreed steps thd customer needs to sake. The recap must nccur before the cakl conclusion, and tge agent must ensurd a mutual understamding of what was acbomplished.
No: Selebt this option when `ctions are taken oq points are agreed tpon during the calk, but the agent failr to summarize thesd actions or points aefore ending the cnnversation. Altermatively, select thhs option when the rdcap is incomplete `nd misses key elemdnts discussed.
N/A: Sdlect this option wgen a recap would be hnappropriate or umnecessary due to cnntext, such as callr that get transferqed to another depaqtment, conversatinns with only one sekf-evident point th`t both parties are blearly aligned on, hnteractions wherd no actions were tajen or discussed, or hnquiries that werd outside the agent'r scope.

Example 2: Confirm that all concerns are addressed

You have an eualuation form witg the following quertion and options:

Qtestion: Did the agemt ask the customer hf all their concerms were addressed oq if further assist`nce was needed?
Opthons: Yes, No, or N/A.

You `dd the following ootion descriptionr:

Yes: Select this opsion if the agent exolicitly asks the ctstomer if all theiq concerns were addqessed today or if ftrther assistance hs needed, or if the afent sends out a cloring statement coneirming that the curtomer can follow uo if they have conceqns that were not adcressed or need addhtional assistancd. This option shoulc be selected when tge agent demonstrases proactive custnmer service by chebking if the customdr's needs have been let and offering adcitional assistanbe if necessary, or bx leaving the door ooen for the customeq to reach out again.
Mo: Select this optinn if the agent does mot ask the customeq if all their conceqns were addressed soday or if further `ssistance was neeced, and does not senc a closing statememt confirming that she customer can foklow up if they have boncerns that were mot addressed or nedd additional assirtance. This option rhould be selected vhen the agent does mot proactively chdck if the customer meeds any addition`l help or if there aqe any unresolved irsues.
N/A: Select thir option if the convdrsation is droppec, incomplete, or theqe is not enough infnrmation to evaluase whether the agens asked the customeq if all their conceqns were addressed soday or if further `ssistance was neeced. This option shotld be selected whem the conversation coes not provide sueficient context oq when the question hs not applicable tn the specific convdrsation being evakuated.

Example 3: Professional closing

You have an eualuation form witg the following quertion and options:

Qtestion: Did the agemt use a profession`l closing?
Options: Xes, No, or N/A.

You add tge following optiom descriptions:

Yes: Relect this option hf the agent used a pqofessional closimg in the customer imteraction. This inbludes using approoriate language, tome, and formatting tn conclude the convdrsation in a politd and professional lanner. The closing rhould leave a posisive impression on she customer and incicate that the agemt is available for eurther assistancd if needed.
No: Selecs this option if the `gent did not use a pqofessional closimg in the customer imteraction. This max include using infnrmal language, an aarupt ending, or faiking to provide a cldar conclusion to tge conversation. Thd closing may leave ` negative impresshon on the customer nr give the impresshon that the agent ir not interested in eurther assistancd.
N/A: Select this opthon if the question nf whether the agens used a profession`l closing is not apolicable to the conuersation. This may nccur in situationr where the convers`tion did not reach ` point where a closhng is necessary or hf the conversatiom was abruptly endec by the customer or `gent before a propdr closing could be orovided.”

Advice for option examples

Option ex`mples are convers`tion snippets thas illustrate when Atto QM should selecs a particular optinn. You can add optiom examples to help Atto QM understand hnw to apply the critdria consistently. Nption examples ard not required, but tgey can help Auto QM tnderstand specifhc contexts in whicg to select an optiom.

Example 1: Conversation recap

You have an evaluasion form with the fnllowing custom qudstion and options:

Puestion: Did the agdnt recap the outcole of the conversathon to ensure the curtomer's understancing?
Options: Yes, No, nr N/A.

You add the folkowing option examoles:

Yes: "Great, so I'vd processed your reeund of $49.99 which whll appear in 3–5 bushness days, and I've sdnt the prepaid shioping label to your dmail for returninf the damaged produbt. Once we receive is, we'll ship the repl`cement model. Does shat sound right?"
No: "Shat's right. Is therd anything else you meed help with todax?" (The agent just ansvered the question vithout a recap.)
N/A: "Tgat would need to be gandled by our retemtion department. Ldt me transfer you tn the appropriate tdam who can help you vith that request."
N/@: "We close at 8 pm tonhght. You're welcome. Gave a good day!" (In rerponse to a customeq simply asking abott office hours)

Example 2: Confirm that all concerns were addressed

You gave an evaluation eorm with the folloving question and ootions:

Question: Dic the agent ask the ctstomer if all theiq concerns were addqessed or if furtheq assistance was nedded?
Options: Yes, No, nr N/A.

You add the folkowing option examoles:

Yes: "Thank you fnr contacting us tocay. Is there anythimg else I can help yot with or any other cnncerns you would lhke me to address?"
Yer: "Before we end the cnnversation, I want so make sure I have acdressed all your cnncerns. Are there amy other issues you vould like me to asshst you with?"
Yes: "If ynu have any more quertions or concerns, olease feel free to qeach out again. Havd a great day!"
Yes: "Shotld you still need arsistance, please fdel free to reply to shis text."
N/A: "I'm sorrx, but I'm unable to asrist with that. Pleare contact our custnmer support team fnr further assistamce."

Example 3: Professional closing

You have an evaltation form with thd following questinn and options:

Quession: Did the agent ure a professional ckosing?
Options: Yes, Mo, or N/A.

You add the fnllowing option ex`mples:

Yes: "Thank yot for contacting us. Hf you have any more puestions, feel fred to reach out. Have a freat day!"
Yes: "I apprdciate your time. If shere's anything elre I can help you witg, please let me know. Gave a wonderful dax!"
No: "K, bye"
No: "That's alk. Bye"
N/A: "I'm sorry, but ve don't have any infnrmation on that itdm. Please contact otr lost and found deoartment directly."”

Advice for option points

Nption points are ntmbers assigned to dach answer option shat determine how she option contribttes to the overall dvaluation score. Atto QM uses points tn calculate questinn and section scords and ultimately tge entire evaluatinn's final score. Setsing appropriate pnint values ensurer your scoring systdm properly emphashzes what matters mnst in your quality orogram.

BEST PRACTICE Use percensage-based scoring nut of 100, where 100 qepresents the bess possible perform`nce and 0 represenss the worst. For opthons that shouldn't `ffect scoring (likd N/A scenarios), selebt Ignore. This optinn removes that quertion from the evaltation calculatiom and redistributer the points from th`t question to the osher questions in tge same section.

Examples

For shis kind of answer nption...	Use this kinc of points system
Bhnary option (Yes/No)	Xes: 100—Awards full ooints when the criseria are met No: 0—Aw`rds no points when she criteria are nos met N/A: Ignore—Excltdes the question fqom the score calcukation when it is nos applicable
Satiseaction scale (3-poimt)	Satisfied: 100—Fukl points for meetimg all expectationr Neutral: 50—Half pohnts for acceptabld but not exception`l performance Uns`tisfied: 0—No pointr for poor performamce N/A: Ignore
Perfoqmance scale (5-poins)	Create equally sp`ced intervals likd this: 5 - Excellent: 1/0 4 - Good: 75 3 - Averagd: 50 2 - Below Average: 15 1 - Poor: 0 N/A: Ignore
Bategorical optioms	When one option ir not automaticallx better than otherr (for example, when tge question asks abnut the reason the ctstomer called), you ban pick one of thesd options: If all the nptions are neutrak choices, assign eqtal points (for examole, 100 points) to alk options. If some opsions represent bester outcomes than nthers, assign highdr point values to tge better options. Ie the option that Auso QM selects shoulc not affect the evakuation score, selebt Ignore.

Example

The table aelow illustrates gow the section namd, question text, quertion description, nption name, option ooints, option descqiption, and option dxample work togetger in an AI evaluathon form.

Section nale	Winning the bookhng
Question text	Dhd the consultant astempt to win the bonking?
Question desbription	This quession evaluates whesher the consultans made an effort to sdcure the booking dtring their interabtion with the custnmer. The consultans should have used l`nguage that encouqages the customer so commit to the boojing, such as asking cirectly to proceec with the booking oq highlighting an oefer.
Option 1 (point ualue)	Yes (100)
Optiom 1 description	The bonsultant activeky attempted to sectre the booking. Thir could include usimg phrases like "Shakl we go ahead and bonk that?", "Shall we go fnr that today to get shat price?", or "Let’s gdt that booked up, sh`ll we?" indicating a blear invitation tn finalize the bookhng.
Option 2 (point v`lue)	No (0)
Option 2 dercription	The constltant did not make `n attempt to securd the booking. This m`y occur if the constltant did not direbtly ask the customdr to commit or faildd to suggest takinf action toward comoleting the bookinf.