Creating Manual Evaluation Form

To create a manual evaluation form:

1. On the QA Scorecards page, click Create New Evaluation Form.

   

2. Click Add Question.
   

3. In the dialog box, perform the following:

   1. In the Enter question box, enter your question. For example, Did the agent use the corporate greeting?

   2. In the Enter hint box, enter the description or purpose of asking the question. For example, Introduction.

   3. From the Enter Section box, select the required category that you want to group the question or if you want to enter a new category or group, enter the category in the box.

   4. To add different answers that would be acceptable for the question, click the + icon. Each click adds a new answer response field.

   5. To delete an answer, click the trash bin icon next to the answer option.

   6. Assign marks to each answer depending on the evaluation criteria. For example:

      • If the agent performed correctly, allocate 100 marks (maximum).

      • If the agent did not perform what the question asks, allocate 0 marks (fail).

      • If the agent performed partially/fairly, allocate an average mark (for example, 50).

        

4. To add multiple questions, follow steps 2 and 3.

5. To create a flow or conditional path, link questions by clicking the bubbles of one question to another.  Each question has bubbles (small connectors on the sides) that you can drag to another question to define the flow. This allows the evaluation to proceed differently depending on the answer. For example,
   Question 1: Did the agent use the corporate greeting?

   • If Yes, go to Question 2 (Did the agent provide their name?).

   • If No, go to Question 3 (Did the agent establish who they were speaking to?).

   After Question 2 or Question 3, all paths lead to Question 4 (Did the agent close the call properly?), regardless of previous answers.
   

6. Click Preview to view the evaluation form to verify that the flow and questions are correct.
   

   In this preview:

   • You can see each question, along with its position and the preceding or following question, if applicable.

   • Navigation is possible using the backward or forward arrows.

   • The form is displayed in horizontal mode by default, as shown in the figure, but you can switch to vertical mode by clicking the Vertical Mode button.

   • After reviewing the form, return to the edit view by clicking the Back to Edit button. From there, any necessary edits can be made.

7. Once you have completed the evaluation form, click the Save and Exit button.

   Note

   If one or more questions are incomplete or not linked, the form is not saved until all required fields are completed.

8. 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 does not appear as an option during manual 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.
     

9. Click Save.

   The form saved successfully message is displayed and the saved form is displayed on the QA Scorecards page.