Use Auto QM to create forms

The Auto QM Evaluation Form Manager allows you to create your own AI evaluation forms with the following specifications:

  • You can create as many forms as you wish, but only the latest three forms are active for each interaction, even if more than three forms are assigned to the selected agent, groups, or teams.

  • You can create up to five sections within each form.

  • You can view the drop-down list of all AI scored questions and select up to five questions to include in each section.

  • You can configure the weight for each section and question.

  • You can configure the threshold for each metadata-based question.

Prerequisites

  • Your organization has the Analytics Entreprise license.
  • You have the Edit Auto QM permission.

Page location

Application Management > Auto QM Configuration > Auto QM Evaluation Form Manager

Procedures

Create a new form

  1. Click New form.

  2. Enter the form name in the Form name field.

  3. Enter a description in the Description field.

  4. (Optional, percentage scoring only) If you want to manage section and question weighting manually, select the Manual Weighting check box. If you want Calabrio ONE to calculate weighting automatically and evenly, skip this step.

NOTE   The total weighting of the sections and questions must be 100%.

Add sections and questions

  1. Click Add section.

  2. Click the pen icon to edit the section name.

  3. If you have enabled manual weighting, enter a number in the Section weight % field. To delete a section, click the three dots icon and then click Delete section.

  4. Click Add Question.

  5. Select a category from the Question category drop-down list.

  6. Select a question from the Question drop-down list.

  7. If you have enabled manual weighting, enter a number in the Question weight % field. To delete a question, click the three dots icon and then click Delete questions. To move a question, click the three dots icon and click Move to.

  8. Enter a description in the Question description field.

  9. Where necessary, add time thresholds and so on for specific questions. For example, Individual hold time limit.

  10. (Optional, manual weighting only) To give all sections the same weight, click Balance Section Weight.

  11. To save a draft, click Save draft.

  12. Click Publish to publish the draft or click Delete and click Yes to delete the draft.

  13. To archive a form, click Archive and then click Yes. To close a form, click the X icon.

NOTE   If a form is included in a running task, you cannot edit, delete, or archive the form.