Creating Automated Evaluation Form

To create automated evaluation form:

On the QA Scorecards page, click Create New Evaluation Form.
Toggle on the Automated Scorecard option.
Click Add Item.
In the Item Configuration page, from the Select Item Type drop-down list, select any of the following options:
1. Question
  This option is similar to the manual scorecard.
  In the Enter question box, enter your question. For example, Did the agent use the corporate greeting?
  In the Enter hint box, enter the description or purpose of asking the question. For example, Introduction.
  From the Enter Section box, select the required category that you want to group the question or to enter a new category or group, enter the category in the box.
  From the Select Direction drop-down list, select the call’s direction such as incoming, outgoing, or both.
  From the Select Channel drop-down list, select the channel that this question should be applied to, which may be one of the following;
  Agent
  Customer
  Both Channels
  From the Select Assessment Period drop-down list, select at what point in the call should this question be applied. The available options are:
  First Seconds: Evaluates the call for the number of seconds specified at the beginning of the call.
  Between First and Last Seconds: Evaluates the call excluding the specified number of seconds entered for both the start and end of the call.
  Last Seconds: Evaluates the call for the specified number of seconds at the end of the call.
  Entire Call: Evaluates the entire duration of the call.
  In the Assessment Period Duration box, specify how long this question should be applied, starting from the assessment period you entered in Select Assessment Period field. If you select Entire Call in Select Assessment Period, this option is not displayed.
  Under the Answer Weight section, assign a weight (or mark) for both Yes and No responses to the question.
  For example:
  Question: Did the agent use profanity?
  Yes → assign a negative weight (for example, -100) if the agent did use profanity.
  No → assign a positive weight (for example, 50) if the agent did not use profanity.
  Slide the Tolerance slider to set the tolerance level for phrases. This determines how many additional words can appear within a phrase while still being considered valid.
  For example, if you have added the phrase “you reached” and set the tolerance to 4, up to four extra words may appear between the two words, and the phrase will still be recognized as valid.
  So, both “you have reached” and “you have now reached” would be considered valid matches.
  In the Type Phrase here… box, enter the words or phrases you want to apply to this Question and Add to add the phrase to the current phrase list.
  (Or)
  Click Upload icon next to the Type Phrase here… box to upload a file containing word phrases if needed. Prepare a text file in line-delimited format, where each line contains the word or phrase. For example:
  Agree with you ~3
  Can understand ~2
  Completely understand ~4
  In the Upload New Phrases dialog, click Upload New Phrases icon to select the file or drag and drop the file in to Upload New Phrases section. All phrases in the file are imported and applied to the selected Question.
  
  You can also download existing phrases to your local computer by clicking the Download button in the dialog. This upload/download feature streamlines scorecard development by enabling quick import and export of large phrase packs.
  Click Check Hit Rate to view the percentage hit value the entered phrase would achieve across all current calls. Use this feature to observe the effectiveness of the entered phrase.
  Click Save to save the question.
2. Filter
  This option does not contribute to the agent’s score. Instead, it is used to create a dynamic flow in the scorecard based on criteria. If the criteria are matched, the flow changes accordingly.
  In the Enter Filter Description box, enter a description of the purpose and function of the filter.
  From the Select Filter drop-down list, select any of the following options:
  Audio Duration Seconds
  Agent
  Agent Group
  Site Name
  Silence %
  Overtalk %
  Phrases
  Sentiment %
  The next fields are displayed based on the filter type you select.
  For percentage-based options (Silence %, Overtalk %, Sentiment %) and Audio Duration Seconds, fields such as Less Than and Greater Than, followed by an entry field for the corresponding percentage or duration, are displayed.
  For Agent, Agent Group, Site Name, and Phrases, entry fields to specify the agent, site, or phrase are displayed.
  Click Save to save the filter.
3. Topic
  This is a structural element used by CR&A’s Analytics engine. This helps identify frequently mentioned topics in conversations. It also guides the question flow depending on whether a topic is present. Example: Is this call classified as website support?
  Yes: Follow a specific flow of questions.
  No: Proceed with a different flow.
  In the Enter Topic Description box, enter a description of the purpose and function of the topic.
  In the Enter Section box, enter the section that this topic belongs to.
  From the Select Direction drop-down list, select the call’s direction such as incoming, outgoing, or both.
  From the Select Channel drop-down list, select the channel that this question should be applied to, which may be one of the following;
  Agent
  Customer
  Both Channels
  From the Select Assessment Period drop-down list, select at what point in the call should this question be applied. The available options are:
  First Seconds: Evaluates the call for the number of seconds specified at the beginning of the call.
  Between First and Last Seconds: Evaluates the call excluding the specified number of seconds entered for both the start and end of the call.
  Last Seconds: Evaluates the call for the specified number of seconds at the end of the call.
  Entire Call: Evaluates the entire duration of the call.
  In the Assessment Period Duration box, specify how long this question should be applied, starting from the assessment period you entered in Select Assessment Period field. If you select Entire Call in Select Assessment Period, this option is not displayed.
  Slide the Tolerance slider to set the tolerance level for phrases. This determines how many additional words can appear within a phrase while still being considered valid. For example, if you have added the “You have reached” phrase and set the tolerance to 4, up to four extra words may appear between the phrase words and the phrase will still be recognized as valid.
  In the Type Phrase here… box, enter the words or phrases you want to apply to this topic and click Add to add the phrase to the current phrase list.
  (Or)
  Click Upload icon next to the Type Phrase here… box to upload a file containing word phrases if needed. Prepare a text file in line-delimited format, where each line contains the word or phrase. For example:
  Agree with you ~3
  Can understand ~2
  Completely understand ~4
  In the Upload New Phrases dialog, click Upload New Phrases icon to select the file or drag and drop the file in to Upload New Phrases section. All phrases in the file are imported and applied to the selected Question.
  
  You can also download existing phrases to your local computer by clicking the Download button in the dialog. This upload/download feature streamlines scorecard development by enabling quick import and export of large phrase packs.
  Click Check Hit Rate to view the percentage hit value the entered phrase would achieve across all current calls. Use this feature to observe the effectiveness of the entered phrase.
  Click Save to save the question.
The created Question, Topic, or a Filter is displayed on the main screen.
Once all Questions, topics, or filters are created, to establish a logical flow, click the bubble next to a Filter, Topic, or QA Question and drag it to the bubble of another entity you want to link.
Continue linking until you have built the desired path. For example:
- A Filter → Topic → QA Question.
Review your links visually on the screen to confirm that the flow is correct.
Once you have completed the evaluation form, click the Save and Exit button.
In the Save dialog, enter the following details:
- Form Name: Enter the name under which you want to save the evaluation form.
- Archive: Select this checkbox to archive the evaluation form. An archived form will not appear as an option during automated QA but can be restored by clearing the checkbox.
- Passing Percentage: Specify the percentage score required for passing the evaluation.
- Description : Enter any notes or details to explain the purpose of the evaluation form.
Click Save.
The form saved successfully message is displayed and the saved form is displayed on the QA Scorecards page.