Getting Started
First, click Form Templates from the menu.
1. When you're ready to create your evaluation template, click Add located in the top right corner to begin. A new page will load and you can begin to create your evaluation template. Give your template a name in the Template Name field.
The Template Description field is optional.
Click Update to continue.
2. Now you can move on to adding question categories - simply click Add Category.
Category Descriptions
3. You'll now see two description fields: Description and Public Description. Both are optional. These are used to provide more detail on the category you're adding.
- Description is solely for the use of the person creating the template. It's never exposed to the evaluator (the person doing the evaluations)
- Public Description will be shown to the evaluator. To use this feature, simply enter content into the Public Description field. Anything entered therein will be "exposed" to the evaluator; if the field is left blank, no description will appear.
One good use of the description field would be to describe which type of interaction this evaluation is to be used for.
Choosing a Category Type
4. The next thing you need to do when creating your template is to decide which category this question will belong to. For a more detailed description of what a Category is, please see the Evaluation Category page.
As of now, this category is in position one, but you can change the position later. From here you will fill out the appropriate fields depending on which type of question you would like this category to be.
There are four different question types that can be used for the evaluation: Yes/No, Scale, Single Choice, and Multi-Choice. Please see the following pages for detailed descriptions of each question type.
Make Your Template Ready For Use (or Calibration)
5. Once you've added all of the categories you'd like your agents to be evaluated on, and you're satisfied with the template, it may look something like this:
If you are ready for this template to be used in agent evaluations, click Publish for use.
Alternatively, you can instead click Publish for Calibration. Let's spend a moment covering this option and the concept behind it.
- Calibration is an alternative mode of publishing. It's designed to help you review and test evaluation templates in preparation for publishing.
- Once a template is set to Calibration mode, it cannot be changed. However, you can clone the template and then click Publish for Use. You can also delete your calibration template as a point of housekeeping.
- When your template is in calibration mode, you can select a recording to evaluate, and the agent will not be notified of your evaluation.
- Reporting takes Calibration into account. Scores from calibration templates will be filtered out of your reports.
Calibration is an alternative mode of publishing. Once a template is in Calibration mode, it cannot be changed. If you're happy with a template and wish to publish it, clone the template and then choose Publish for Use.
To use calibration mode, fill in Template Name and Template Description and click Update. Next, add at least one Category. See our Evaluation Category page if you'd like more detail on this topic. Finally, click Publish for Calibration instead of Publish for Use.
You will then be redirected to the Form Templates screen, where you'll see your template has been added to the list of available evaluation templates. It will show one of two statuses: either Ready for use or Ready for Use (calibration).
Here's the same template in Calibration mode.
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