Create QA Evaluation Forms Overview
Quality Assurance (QA) evaluation forms are used to review the work of agents, including how they handle calls. inContact WFO makes it easy for you to evaluate recorded calls, but you can also use QA forms to evaluate non-call performance. You can even build forms for non-agent employees. Authorized users/evaluators use the forms to record scores and comments. Scores and other data collected from the forms is used for reporting.
Before creating a form, you should:
- Review this topic, as well as related task and reference topics, to understand what types of questions and responses can be used.
- Write the evaluation questions, responses, and possible points in a document. This approach allows you to share the evaluation questions with other managers, and it separates the process of writing the evaluation content from the process of creating the evaluation form.
- Promote consistent scoring across forms by creating a question points/value schema that is easy to track and that is used by all form creators.
Remember these points when creating a form:
- Save a QA form before switching to another tab. If you change tabs without saving your form, all changes will be lost.
- You can edit a form once it has been saved, but only if it has never been used in evaluating a call. Once the form has been used for an evaluation, you cannot change it. This applies even if the evaluation has been deleted.
Do not use the form until you are certain you have added all the sections and questions necessary.
- You can use an existing form (used or unused) as the basis for a new form.
- You cannot delete a form once it has been saved, but you can disable it.
- The number of elements that can be in a single QA form is determined by the number of controls the environment and browser allow. By default, inContact WFO allows 2000 controls to be displayed in a single form. When this limit is reached, no more sections, questions, or responses can be added without removing others first.
- inContact WFO software considers angled brackets (< >) in QA forms to be HTML, which is not supported. If these characters are used in a form or response, the form will not save. Use square brackets [ ] or braces { } instead.
Assigned Groups
QA evaluation forms are assigned to one or more of the inContact Groups that administrators create and to which agents can be assigned. These groups usually represent business organizational units or projects. For more information, see inContact Groups Overview.
Agents must be in inContact Groups to be evaluated. Forms must be attached to inContact Groups and can only be used with those groups.
To help ensure historical accuracy and continuity in reporting, a form cannot be edited once it has been used. This includes removing the attachment for groups whose members have been scored using the form. If you need to remove a group from a previously-scored form, create a new version of the form.
Sections
Sections organize a form. They usually follow the type of call flow that occurs. For example, for a technical support QA form, logical sections might be "Greeting," "Soft Skills," "Use of Desktop Tools," and "Call Closing."
A form must have at least one section. All questions can be placed in one section. For a detailed discussion of questions and responses, see Question Types in inContact Quality Management.