QEval New UI User Manual

Create Evaluation Form

QEval allows the admin to create a customized evaluation form as per the requirements.

To create a new evaluation form, follow the steps given below:

  1. Click on the Create Evaluation Form button.

The following screen appears:

The page displays two options for creating an evaluation form:

  • Start with a blank evaluation form
  • Copy an existing evaluation form

 

Start with Blank Evaluation Form

Admin has the option to create an entirely new evaluation form. QEval recognizes this form type as a blank evaluation form. Admin can create a blank evaluation form for a client and its respective program. One also gets multiple options to enable as needed while creating the form. 

To create a blank evaluation form, follow the steps given below:

  1. Select the Start with a Blank Evaluation Form option and the following screen appears.

2. Provide the following details:

Screen Elements

Description

Title

Enter the title of the form which will be displayed on the top of the form.

Form Type

Select the type of form to be created from the following options:

  • Voice: Select this option when the Quality Analysts are required to listen to the recording for the audit process. If selected, a media player will be attached to the form using which Quality Analysts can listen to the call and evaluate the performance of the agent easily.
  • Chat: Select this option when the Quality Analysts are required to read the chat transcripts for auditing.

Client Name

Select the client name for which the form is to be created from the dropdown list.

Program Name

Select the program name for which the form is to be created from the dropdown list which will display the programs based on the selection of Client Name.

Account Type

Select the type of account from the dropdown list for which the form is to be created.

Category weight based?

Admin can create categories in the form based on weight using this option.

Select Yes to create a weight-based category where one can rate each category in the form separately.

Select No if a weight-based category is not needed.

Auto Number Required? 

Select Yes to enable the auto-numbering feature in the form.

Select No if the auto-numbering feature is not needed.

Supervisor Coaching Rating Required?

Select Yes to enable the coaching rating feature in the form for the supervisors.

Select No if the coaching rating feature is not needed.

ATA Category Required?

Select Yes to enable the ATA category in the form.

Select No if the ATA category is not needed.

Bonus Point Required

Select Yes to enable the Bonus Points feature in the form.

Select No if the Bonus Points feature is not needed.

Audit Trail Required?

Select Yes to enable the Audit Trail feature in the form.

Select No if the Audit Trail feature is not needed.

ATA Call-info Auto Populate Required?

Select Yes to auto-populate the call information for ATA in the form.

Select No if this feature is not needed.

Auto Failure Effect?

Auto failure means either the entire form has failed status or a particular category score is required to become zero if any mandatory quality parameter is missed by an agent.

Select the effect of auto failure from the following options:

  • Not Applicable: Select this option, if the form does not include any auto failure questions.
  • Separate Auto Failure Score: Select this option and the failed status will appear indicating whether the form has failed or not.
  • Category Score Equal to Zero: Select this option and the category score becomes zero when an auto-failed question belonging to the particular category fails.

3. Once the new form configuration is done, click on the button to create the evaluation form or click button to to reset the above fields.

On clicking Create Evaluation Form button the following acknowledgment message will be displayed as shown on the screen below.

The newly created form will be displayed in the grid on the Design Form page as shown on the screen below:

By default, the newly created form will be in the Open state. One can change it to Active by selecting the checkbox displayed in the Active column.

Notes:

  • Only one form can be Active per program.
  • To edit the form or view its design, one needs to first change its status to Open.

 

Copy an Existing Evaluation Form

When the admin selects to create an evaluation form using Copy an existing evaluation form, the system provides the option to copy parameters from an already existing form within QEval.

  1. Select Copy an existing evaluation form option and the following screen will be displayed.

2. Provide the following details:

There are two sections on this page:

  1. From which program would you like to copy evaluation form?
  2. For which program would you like to copy evaluation form?

Screen Elements

Description

     From which program would you like to copy evaluation form?

Client Name

Select the Client Name whose form is to be copied.

Program Name

Select the Program whose form is to be copied based on the selected client.

Form Name

Based on the selected client and program, select the form which is to be copied.

       For which program would you like to copy evaluation form?

Client Name

Select the client name under which the new copied form will be saved.

Program Name

Based on the selected client, select the program name under which the new copied form will be saved.

3. Once the configuration of the copied form is done, click button to create the evaluation form or click button to reset the above fields.

On clicking Create Evaluation Form button, the following acknowledgment message will be displayed as shown on the screen below:

The newly created form will be displayed in the grid on the Design Form page as shown on the screen below:

By default, the newly created form is in the Open state. One can change it to Active by selecting the checkbox displayed in the Active column.

Notes:

  • Only one form can be Active per program.
  • To edit the form or view its design, one needs to first change its status to Open.

Once the form gets copied the design of the form will appear as shown on the screen below.

The Voice type form will display Call Information as the default category on the form.

Note: The only difference between the Chat type form and the Voice type form is that a media player control is attached to the Voice type form so that the evaluator can listen to the call from the form itself and evaluate. Rest all the fields are the same.

 

Edit Form

Once the evaluation form is created, one can edit or update its information from the Design Form page.

Click on the Edit icon displayed under the Action column to edit a particular evaluation form and the Edit Form window will be displayed as shown below:

The following fields displayed on this page can be edited:

Screen Elements

Description

Evaluation Form Title

One can edit the title of the evaluation form created to some other name.

Account Type

One can edit the type of account from the dropdown list for which the form is created.

Allow Call Upload?

Select Yes to upload the call record to the form.

Select No to restrict the uploading of calls.

Note: Will be displayed only if the form is of Voice Type.

Category weight based?

Allows editing the category settings.

Auto Number Required? 

Allows editing the auto-numbering feature in the form.

ATA Category Required?

Allows editing the ATA category in the form.

Bonus Point Required

Allows editing the Bonus Points feature in the form.

Audit Trail Required?

Allows editing the Audit Trail feature in the form.

Supervisor Coaching Rating Required?

Allows editing the coaching rating feature in the form for the supervisors.

ATA Call-info Auto Populate Required?

Allows editing to auto-populate the call information for ATA in the form.

Auto Failure Effect?

One can edit the effect of auto failure in form as per requirement.

Upload Audit Guideline

Allows uploading the audit guideline by clicking button .

Note: The maximum upload file size is 5 MB and the supported file format type is .pdf format.

Report Legend Customization

One can edit the values of the Start % and End % fields of the report legends as per requirement.

Once the changes are done, click  or click to cancel the process.

Once the form is updated, the following acknowledgment message will be displayed.

Once the evaluation form is created, one can initiate the design of the form. To know more about form designing, refer to Design Form.

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