Use the Yes/No category type to create evaluation questions that can be answered with a yes or a no.
To create a Yes/No question for an evaluation:
- From the Type list, click Yes/No.
- Enter the applicable information in the following boxes:
- Category: A name for this category
- Description: The purpose of this category. Not visible to the evaluator.
- Public Description: The purpose of this category. Visible to the evaluator.
- Question: The question to be answered by the evaluator.
- Yes points: The evaluation points that a positive response should earn.
- No points: The evaluation points that a negative response should lose.
- Total possible points (calculated automatically): The maximum amount of evaluation points that this question can earn. Based on the values entered in the Yes points and No points boxes.
- Minimum pass points: The minimum number of evaluation points required to pass this category. The equivalent percentage is calculated automatically based on the minimum pass points that you enter.
- (Optional) Select one or more of the following check boxes:
- Include Comments field: Adds a comments box for the evaluator to enter any observations.
- Include ad hoc bonus points: Lets the evaluator add extra bonus points to a question. Here are two examples: an agent went above and beyond and the evaluator feels they deserve some bonus points; an agent had to deal with a particularly difficult customer and kept their coo.
- Can set auto failure: Lets the evaluator choose to automatically fail the agent, even if the agent passed the question or the entire evaluation. Useful when an agent has committed a grievous mistake when dealing with a customer and cannot be allowed to receive a passing score.
- Make this question optional: Lets the evaluator choose to skip this question. The final score will not be affected by not answering this question.
- Click Update when done.
The following is an example of a completed Yes/No category question:
After clicking Update, the category question is added to the template, as shown in the following example: