Advice for options

Create option sets that match your custom question type and evaluation needs. An option is an answer to a question. For example, you could add some of the following options:

Yes or no (binary)
Yes, no, or N/A (when some questions might not apply to all conversations)
Met or not met
Satisfaction scales:
- Unsatisfied, neutral, or satisfied
- Negative, neutral, or positive
Performance scales:

BEST PRACTICE Avoid creating scales with more than five points because finer distinctions become increasingly subjective and lead to inconsistent evaluations. In general, binary or three-point scales (for example, negative, neutral, or positive) provide less biased results.
- Below expectations, meets expectations, or exceeds expectations
- Poor, fair, good, or excellent
- 1, 2, 3, 4, or 5 (with clear descriptions for each number)

Categorical options with mutually exclusive choices:
- Product A, product B, product C, or none of the above
- Email, chat, phone, in-person, or other
- Technical issue, billing question, account management, product information, complaint

For example, an evaluation form has the following question and options:

Question: Did the agent recap the outcome of the conversation to ensure the customer's understanding?
Options: Yes, no, or N/A.

The following interaction demonstrates how yes, no, or N/A might occur during an interaction:

Yes: "Great, so I've processed your refund of $49.99 which will appear in three to five business days. I've sent the prepaid shipping label to your email for returning the damaged product. Once we receive it, we'll ship the replacement model. Does that sound okay?"
No: "That's right. Is there anything else you need help with today?" (The agent answered the question without a recap)
N/A: "That would need to be handled by our retention department. Let me transfer you to the appropriate team who can help you with that request."
N/A: "We close at 8pm tonight. You're welcome. Have a good day!" (In response to customer who asked about office hours)