Manage evaluation forms

Evaluators use evaluation forms to assess agents’ interactions with customers to ensure that agents communicate effectively and follow company policies.

Prerequisites

  • You have the Evaluation Form permission.
  • You know the sections, the questions within each section, and all the possible answers for each question. If you weight forms manually, you also know how much weight each section contributes to the total evaluation and how many points each question is worth.

Page location

Application Management > QM > QM Configuration > Evaluation Form Manager

Procedures

Create an evaluation form

To complete the form, follow these steps and continue to Create sections, Create questions, and Create answers for the questions

  1. Select Create a new evaluation form.
  2. Enter the form name in the Name field.
  3. Enter a description in the Description field.
  4. Select a form type.
    • Percentage—The evaluation is scored based on a percentage. Sections and questions are weighted (0–100%), and the final score is a percentage.

      EXAMPLE   An agent scores four out of five questions correctly, and the questions are equally weighted. The agent’s final score is 80%.

    • Points—The evaluation is scored based on a point system. Sections are not weighted; instead, the number of points a section is worth determines its weight. Points-based scoring is often used in incentive-based performance. Agents accumulate points, and when they have enough points, they can cash the points in for tangible rewards (much like credit card points). In this environment, zero is the normal score, and points are awarded for going above and beyond the normal expected outcome. Points can also be subtracted for poor service. The evaluation form allows you to assign positive or negative scores to questions.

      EXAMPLE   If an agent positively demonstrates understanding during a call, the value is 10 points. If the agent fails to demonstrate understanding during a call, the value is –5 points.

  5. (Optional, percentage scoring only) To weight section and question values manually, select Manual Weighting. To have Calabrio ONE calculate weighting automatically, skip this step.
  6. (Optional) To not require approval for completed evaluations, clear the Approval Required check box. To require approval, keep this box selected.
  7. Select an evaluation response option.
    • No Agent Response to Scored Evaluations—Agents cannot respond to scored evaluations.
    • Allow Agent to Acknowledge Scored Evaluations—Agents can indicate that they have received their evaluations.
    • Allow Agents to Acknowledge and Appeal Scored Evaluations—Agents can ask for an evaluation to be re-scored if they disagree with the score.

Create sections

  1. In the Sections section, enter the name of the form’s first section in the Name field.

    EXAMPLE   Sections organize the questions on an evaluation form into groups. An evaluation form could have sections called Greeting, Security, Resolution, and Closing. For more information about sections, see Advice for evaluation forms.

  2. (Manual weighting only) Enter how much this section influences the form’s total score in the Weight field. The weights for all sections must add up to 100.
  3. (Optional) Select the Start Color and End Color for the section. These colors appear in a graph at the bottom of the form as the evaluator completes it.
  4. Click Add Section.
  5. Repeat steps 1–4 until you are done adding sections.

Create questions

  1. In the Questions section, select a section from the Section drop-down list.
  2. Enter the question text into the Text field.
  3. (Manual weighting only) Enter how much this question influences the section score in the Weight field. The weights for all questions in this section must add up to 100.
  4. Click Add Question.
  5. Repeat steps 1–4 until you are done adding questions to all the sections.

Create answers for the questions

  1. In the Answers section, select a question from the Question drop-down list.
  2. Select how evaluators will answer the question from the Add Answer Type drop-down list.
    • Single Answer—Evaluators can write an open-ended answer.
    • Yes/No Answers—The answers are Yes, No, or Not Applicable.
    • Scale (1–5) Answers—Answers allow agents to earn partial credit. You can adjust the scale to use more or fewer levels.
  3. (Optional) Edit the answer options as needed using the table at the bottom of the Answers section.
    • To make an answer a key performance indicator (KPI), click in the Type field until KPI appears.
    • To make an answer the default answer for the question, click in the Default field. X indicates the default answer. If an evaluator submits the evaluation without answering the question, Calabrio ONE enters the default answer.
  4. (Optional) An agent’s overall score falls into one of three categories: Meets Expectations, Exceeds Expectations, or Needs Improvement. To adjust the cutoff scores between these categories, click and drag the sliders in the Band Ranges section.

Activate an evaluation form

IMPORTANT   Activate a form only when you are completely finished creating it. You cannot edit an active form.

  1. In the Form Status section, select Active.
  2. Click Save.

Edit an evaluation form

IMPORTANT   If a form is active, it cannot be edited. If you need to edit an active form, clone it and edit the clone. See Clone an evaluation form.

  1. Select Edit an existing evaluation form.
  2. Select Editable from the Filter options.
  3. Select the form from the Pick an existing evaluation form to edit drop-down list.
  4. Edit the form as needed.
  5. Click Save.

Clone an evaluation form

If you need to create a new evaluation form that is similar to an existing form, cloning the form is much easier than creating the form from scratch.

  1. Select Clone an existing evaluation form.
  2. Select the original form’s activation status from the Filter options.
  3. Select the form from the drop-down list.
  4. Enter a name for the clone in the Name field.
  5. Click Save. The details of the cloned form appear, and you can edit the clone.

Delete an evaluation form

You cannot delete an evaluation form, but you can deactivate it.

IMPORTANT   Deactivating a form is permanent. You cannot reactivate an inactive form, but you can clone it. See Clone an evaluation form.

  1. Select Edit an existing evaluation form.
  2. Select Active from the Filter options.
  3. Select the form from the drop-down list.
  4. Scroll down to the Form Status section, and select Inactive.
  5. Click Save.

Export evaluation forms as a CSV file

To work with evaluation forms offline, you can export the evaluation form CSV file, add or edit forms, and import the file.

  1. Select Import and Export.
  2. Click Export. A CSV file containing the information about all evaluation forms downloads to your device.

Import an evaluation form

  1. Select Import and Export.
  2. Click Choose File.
  3. Select the file to upload. The file name appears next to the Choose File button.
  4. Click Import. The form imports in Editable status.

An imported file must have all the columns in the table below, in order from left to right. We recommend that you first Export evaluation forms as a CSV file, edit the exported file, and import it.

IMPORTANT   If you are adding a new evaluation form via CSV import, all fields that involve IDs (formId, sectionId, questionId, and answerId) must be 0 (zero). Calabrio ONE adds these IDs automatically when you import the form.
If you are editing an existing form, do not change the IDs.

Column Description

formId

The evaluation form’s ID. This is a numerical value.

formName

The name of the evaluation form.

formDescription

The text that describes the evaluation form.

formStatus

  • Active—The form is available for evaluations and cannot be modified.
  • Editable—The form can be modified.
  • Inactive—The form cannot be used for evaluations.

formApprovalRequired

  • TRUE—Approval is required
  • FALSE—Approval is not required

formScoreTpe

  • Percentage—Evaluation is scored based on a percentage
  • Points—Evaluation is scored based on a point system

formBandBreakOne

The lowest score for “meets expectations.”

formBandBreakTwo

The highest score for “meets expectations.”

manualWeighting

The manually set weights of sections and questions.

sectionId

The section’s ID. This is a numerical value.

sectionName

The name of the section.

sectionOrder

A whole number value that determines the order in which a section appears. Sections are ordered by lowest value first.

sectionWeight

The weight assigned to a section from 0–100.

questionID

The question’s ID.

questionText

The text for the question.

questionOrder

A whole-number value that determines the order in which a question appears. Questions are ordered by lowest value first.

questionWeight

The weight assigned to a question from 0–100.

answerId

The evaluation form’s ID. This is a numerical value.

answerType

  • Accumulative—Points for this option are added together to get the final score, assuming no KPI options are selected.
  • Not Applicable—Ignore this answer by not including it in any totals.
  • KPI—Changes the final score to be the value specified by this option. This type of answer is used for questions that have a negative or positive impact on the score.

AnswerLabel

  • Y—Yes.
  • N—No.
  • N/A—Not applicable.
  • <text>—A customized answer.
  • KPI—Changes the final score to be the value specified by this option. This type of answer is used for questions that have a negative or positive impact on the score.

answerIsDefault

  • FALSE—This answer is not the default.
  • TRUE—This answer is the default.

answerOrder

A whole-number value that determines the order in which an answer appears. Answers are ordered by lowest value first.

answerPoints

The number of points assigned to the answer.

Related topics

  • Advice for evaluation forms—In-depth information about how evaluation forms work and recommendations for creating effective evaluations.
  • Configure KPIs—How to set up KPI goals and assign them to groups and teams.