Create and publish an evaluation form

Feature coming soon: AI scoring in quality evaluation forms

Evaluation forms measure script adherence, compliance with business practices, customer satisfaction, or other business benchmarks.

When you create an evaluation form, consider the following evaluation form limits.

Form name: 250 characters
Form max question count: 200 questions
Question group name: 250 characters
Question text length: 500 characters
Evaluation assistance condition: A maximum of 10 topics total for one answer
Limit for questions with AI scoring: 15

When you create an evaluation form, one or more of the following icons may appear:

Evaluation form iconsClick to expand

Icon	Description
	N/A enabled
	Comments required
	Critical question
	Fatal question
	Display conditionally
	Evaluation assistance
	AI scoring

Click Admin.
Under Quality, click Evaluation Forms.
Click Menu > Conversational Intelligence.
Click Evaluation Forms.
Click Create.
In the Evaluation Form Name field, enter a name for the evaluation form.
In the Question Group Name field, enter a name for the first question group. A question group is a label that categorizes a set of questions, for example, Product Knowledge.
Note: When you begin to create the first group, an evaluation form table of contents appears under the Content tab. This table of contents grows as you add more questions and groups to your evaluation form.
(Optional) Select the Scoring tab on the right side of the screen, and turn on the Scaled Scoring On option. If scaled scoring is enabled, in the Group Score Scaling Factor field under the Question Group Name, assign a numeric weighting factor for the question group.
Note: You can add a group and answer score directly in the group and answer itself. You can also add/change a group and answer score from the Score tab in the right side of the screen. For more information about weights, see Evaluation form weights.
In the Question Group Properties area, select the following options:
- N/A Enabled Question Group: Allows evaluators to select N/A (not applicable), which skips all questions in the group.
- Answers Default To: Specifies whether you assign answers to the highest scoring answer or N/A by default.
  For multiple-select questions in this group, selecting the highest-scoring option will automatically select all available options. The “N/A” choice will have no impact.
  Note: If you select both options, the default selection is the N/A option for a question that has N/A as an answer.
- Display Conditionally: This option allows you to set criteria for whether this question group is shown.

Select Add Question and select one of the following question types. By default, you can insert a multi select, multiple choice, range, or yes/no question. If they are available, then you can insert custom question types.

Note:

At each question, you can set automated scoring. If you set automated scoring, Genesys Cloud automatically pre-fills the evaluation form based on your preferences you have set. You have three options to choose from: No Automation, AI Scoring and Evaluation Assistance.
For multiple-select questions, only evaluation assistance is supported.

For more information, see Automated scoring options in evaluation forms.

Add a multiple-choice questionClick to expand

A multiple-choice question allows the respondent to select a single answer from a list of choices.

From the Add Question list, select Multiple Choice.
In the Question field, enter the question name.
In the Help Text field (optional), add explanatory text about the question. In the evaluation form, the explanatory text appears as a tooltip.
To preview the explanatory text, click Preview Form Off and then move your cursor over the question mark.
To return to edit mode, click Preview Form On.
Enter an answer in each of the fields provided. Click +Add Answer to add another answer to the multiple-choice question.
Add numeric values to the Points box. Generally, correct answers have a value of one. Incorrect answers have a value of zero.
(Optional) Click +Add Evaluation Assistance Condition.
Note: Select the Add Evaluation Assistance Condition option to configure the system to automatically fill out evaluation forms based on what speech and text analytics detects throughout the interaction. For more information, see Automated scoring options in evaluation forms.
(Optional) Select one or more of the following options.
Add N/A as an Answer: In the evaluation form, an N/A check box appears. If the respondent selects N/A, then other choices in the question are cleared and unavailable.
Require Additional Comments: This selection requires a respondent to add comments after an answer.
Display This Question Conditionally: This option allows you to set criteria for whether this question is shown.
Fataland Critical: The Critical and Fatal check boxes work together.
Note: A critical question requires the respondent to select one of only two possible answers. Assign the correct answer a value of one. Assign the incorrect answer to a value of zero. If the respondent selects the incorrect answer and the question is a Fatal, when an evaluator scores the evaluation, the fail result is assigned. To select Fatal, first select Critical.
To delete an answer, select the answer and click Trash .
To reuse this question on other forms, click Save As Template. Add a descriptive name in the Template Name field and then click Save.
To add the exact question to your question favorites list, select Make this a favorite template.
To complete the question, click Done.

Add a range questionClick to expand

A range question prompts the respondent to select a single numeric answer, for example, to rank agent performance from 1 to 5. You can customize the answer to display any numeric or string choice, and you can configure the score for each answer.

In the Question field, enter the question name.
In the Help Text field (optional), add explanatory text about the question. In the evaluation form, the explanatory text appears as a tooltip.
To preview the explanatory text, click Preview Form Off and then move your cursor over the question mark.
To return to edit mode, click Preview Form On.
Enter an answer in each of the fields provided. Click +Add Answer to add another answer to the multiple-choice question.
Add numeric values to the Points box. Generally, correct answers have a value of one. Incorrect answers have a value of zero.
(Optional) Click the +Add Evaluation Assistance Condition.
Note: Selecting the Add Evaluation Assistance Condition option enables you to configure the system to automatically fill out evaluation forms based on what was detected by speech and text analytics throughout the interaction. For more information, Automated scoring options in evaluation forms.
(Optional) Select one or more of the following options.
Add N/A as an Answer: In the evaluation form, an N/A check box appears. If the respondent selects N/A, then other choices in the question are cleared and unavailable.
Require Additional Comments: This selection requires a respondent to add comments after an answer.
Display This Question Conditionally: This option allows you to set criteria for whether this question is shown.
Fatal and Critical: The Critical and Fatal check boxes work together.
Note: A critical question requires the respondent to select one of only two possible answers. Assign the correct answer to a value of one. Assign the incorrect answer to a value of zero. If the respondent selects the incorrect answer and the question is a Fatal, when an evaluator scores the evaluation, the fail result is assigned. To select Fatal, first select Critical.
To delete an answer, select the answer and click Trash .
To reuse this question on other forms, click Save As Template. Add a descriptive name in the Template Name field and click Save.
To add the exact question to your question favorites list, select Make this a favorite template.
To complete the question, click Done.

Add a yes or no questionClick to expand

A yes/no question prompts the respondent for one answer.

In the Question field, enter the question name.
In the Help Text field (optional), add explanatory text about the question. In the evaluation form, the explanatory text appears as a tooltip.
To preview the explanatory text, click Preview Form Off in the right corner of the screen. Move your cursor over the question mark.
To return to edit mode, click Preview Form On.
Enter an answer in each of the fields provided. Click +Add Answer to add another answer to the multiple-choice question.
Add numeric values to the Points box. Generally, correct answers have a value of one. Incorrect answers have a value of zero.
(Optional) Click the +Add Evaluation Assistance Condition.
Note: An evaluation assistance condition can only be configured for one answer per question.
Selecting the Add Evaluation Assistance Condition option enables you to configure the system to automatically fill out evaluation forms based on what was detected by speech and text analytics throughout the interaction. For more information, seeAutomated scoring options in evaluation forms.
(Optional) Select one or more of the following options.
Add N/A as an Answer: In the evaluation form, an N/A check box appears. If the respondent selects N/A, then other choices in the question are cleared and unavailable.
Require Additional Comments: This selection requires a respondent to add comments after an answer.
Display This Question Conditionally: This option allows you to set criteria for whether this question is shown.
Fataland Critical: The Critical and Fatal check boxes work together.
Note: A critical question requires the respondent to select one of only two possible answers. Assign the correct answer to a value of one. Assign the incorrect answer to a value of zero. If the respondent selects the incorrect answer and the question is a Fatal, when an evaluator scores the evaluation, the fail result is assigned. To select Fatal, first select Critical.
To delete an answer, select the answer and click Trash .
To reuse this question on other forms, click Save As Template. Add a descriptive name in the Template Name field and click Save.
To add the exact question to your question favorites list, select Make this a favorite template.
To complete the question, click Done.

Add a multi-select questionClick to expand

Use a multi-select question to allow respondents to choose more than one option from a predefined list.

Enter the question name in the Question field.
(Optional) In the Help Text field, add explanatory text. This help text appears as a tooltip in the evaluation form.
- To preview the tooltip, click Preview Form Off, then hover over the question mark icon.
- To return to edit mode, click Preview Form On.
Add and configure multiple select options:
- Click + Add Option to inset additional options (maximum 20).
- To remove an option, click the Trash icon associated with the specific option.
  Each question must have at least one option.
- Click the arrow icons to reorder options.
- Add a label to each option.
- Assign point values in the Points box for each option.
- (Optional) Fatal / Critical:
  - Select Critical to restrict responses to two choices, with one being correct (value = 1) and the other incorrect (value = 0).
  - If the option is marked Fatal, and the respondent does not select the option, the evaluation will be marked as a failure.
  - To enable Fatal, Critical must be selected first.
- (Optional) Click + Add Evaluation Assistance Condition to configure automatic scoring based on speech and text analytics.
  Note: For more details, see Automated scoring options in evaluation forms.
(Optional) Display This Question Conditionally – Sets conditions to determine when this question appears in the evaluation form.
(Optional) To reuse this question in other forms:
- Click Save As Template, enter a Template Name, and click Save.
- To add the question to your favorites list, select Make this a favorite template.
Click Done to save and preview the question. Changes are not saved until you click Done.

Note: In preview mode, multiple select questions behave differently from multiple choice questions. The form builder can interact with the dropdown, expand it, and select any of the configured options. However, any selections made will not be retained once the dropdown is closed.

To add another question to this question group, click Add Question.
To add a new question group, click the name of the current question group and then click Add Question Group.
Use the arrows next to the question group name to move the question group.
Note: To move a question group, all of its answers must be complete.
When you finish adding groups and questions, click Save.
Note: If you do not configure a group or question properly, a red border appears around it. The Save button is not available until you properly configure all groups and questions.
Click Publish Form.
Note: You cannot assign a form to quality evaluators until you publish the form. The Publish Form button is not available until you click Save.
(Optional) Click Preview Form On to preview the form.

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