Manage QA Evaluation Forms

Required Permissions — Allow QA Form Administration

Quality Assurance (QA) evaluation forms are used to review the work of agents, including how they handle calls. For more information, see QA Evaluation Forms Overview.

View Forms

In order to complete the tasks on this page, you first need to find the form(s) you need:

  1. In the NICE Uptivity Web Portal, click CoachingQuality AssuranceManage Forms.
  2. You can make selections for Form State, Form Type, Group, or any combination of these.

    Field

    Description

    Form StateAllows you to view All forms or filter the list based on whether forms are Active or Disabled. The default value is Active.
    Form TypeAllows you to view All forms or filter the list based on whether forms are QA Forms, Calibration Forms, or Self-Evaluation Forms. The default value is All.
    GroupAllows you to view All forms or display only those forms associated with specific QA Groups. The default value is All.
  3. Click Filter.

Results

If you set the Form State field to All, some of the forms in your results may be Disabled. You can click Enable to re-enable a form. Similarly, if you no longer need a form, you can click Disable. To help ensure historical accuracy and continuity in reporting, Uptivity does not allow forms to be deleted once they have been used. There is no limit to the number of times a form can be disabled and re-enabled.

Edit Forms

Uptivity strictly limits editing of QA evaluation forms. A form cannot be edited if it has ever been used for an evaluation, even if that evaluation was later deleted. Although you cannot change a form that has been used, you can save any necessary changes as a new form.

  1. Follow the procedure to View Forms.
  2. Click Edit to open a form.
  3. Click Alter Scored Form to access the sections, questions and responses.
  4. Edit the form as needed.
  5. Click Save.
  6. Type a new Form Name when prompted.
  7. Click Save.

Add Groups to Forms

While editing a form, you can choose to associate additional QA Groups with the form by selecting the group(s)ClosedA definable collection of users. you want to add under Un-Attached Groups and then clicking the right arrow to move them to Attached Groups.

Export a Form

While editing a form, you can click Export to download the QA evaluation form as an XML document.