Create QA Evaluation Forms

Required Permissions — WFO>Quality Management>QA Forms>Create

OverviewClosed

Quality Assurance (QA) evaluation forms are used to review the work of agents, including how they handle calls.

This topic explains how to create a new evaluation form.

For more information, see Create QA Evaluation Forms Overview.

You should always require agent acknowledgment if you select the arbitration workflow.

You cannot require agent acknowledgment if you select the calibration or self-evaluation workflows.

You can only select one workflow per form: arbitration, calibration, or self-evaluation.

  1. Click WFOQuality ManagementQuality AssuranceCreate a Form.
  2. Enter a unique identifier in Form Name (50 characters max).
  3. Optional: Select the Enable Arbitration Workflow checkbox.
  4. Optional: Select the Agent Acknowledgment Required checkbox.
  5. Optional: Select the Enable Calibration Workflow checkbox.
  6. Optional: Select the Allow Deduction Calculation for Total Score to be Negative checkbox.
  7. Optional: Select the Enable Self-Evaluation checkbox.
  8. Click any Groups you want to assign to this form under Un-Attached Groups and then click the right arrow button to move them to Attached Groups.
  9. Click Create New Section.
  10. Enter a unique name in Section Title (50 characters max).
  11. Follow the steps in the Add Questions and the Add Responses tasks for each question in the section.
  12. Repeat steps 9 and 10 as needed until you have added all desired sections.
  13. Optional: Reorder the sections.
  14. Click Save.

See Also

  • Add Questions — for details on adding a question to a new or existing form
  • Add Responses — for details on adding a response to a new or existing form
  • QA Form Editor — for details on fields used in designing QA evaluation forms