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 for 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 Enterprise 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. For the Evaluation response options, select one of the following radio buttons and then enter an email address to receive the appeal notification.

    • No agent response to scored evaluations

    • Allow agent to acknowledge scored evaluations

    • Allow agent to acknowledge and appeal scored evaluations

  5. Select Percentage or Points for the form type, depending on which type of calculations you want to use for the form.

  6. (Optional) Select the Enable target score.

    1. Toggle the sliders to set the total scoring range for the agent performance on the evaluation form. The scoring range is calculated based on the total scores for all sections.

    2. Enter the names of the scoring ranges.

    3. Select or clear the Show scoring range name on evaluation form.

  7. (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 and the Section target % 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.

    NOTE   For more information about evaluation criteria, go to About the Auto QM evaluation criteria.

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

  8. 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.

  9. Enter a description in the Question description field.

  10. (Optional) Use intelligent phrase matching to provide examples of specific phrases that you want to match with one of your chose questions and contribute to the overall score.

    1. Select Intelligent phrase matching from the Question category drop-down list.

    2. Enter one of the question in the Question field.

    3. Enter a description in the Question description field.

    4. Select AI match or exact match from the Match type drop-down list.

    5. Select Agent, Customer, or Any from the Sent by drop-down list.

    6. In the Phrases field, enter phrases related to one of your chosen questions. Auto QM will automatically identify these phrases in conversations.

  11. (Optional) Select or clear the KPI failure check box and select Form or Section. This allows you to configure KPI-based failures at the form or section level. If the agent does not achieve the appropriate percentage, they automatically fail the section or form and will be assigned a score of zero.

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

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

    NOTE   You can view a section and question preview on the right of the page.

  14. To save a draft, click Save draft.

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

  16. 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.

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