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Evluation form

Section Description
Module Context Part of Quality Management within Genesys Cloud WEM
Navigation Admin → Quality → Evaluation Forms
Alt Navigation Menu → Conversational Intelligence → Quality Management → Evaluation Forms
Required Permissions Quality > Evaluation Form > Add / Edit / Delete
Primary Function Create and manage forms used by evaluators to score recorded interactions and measure agent performance and compliance

The Evaluation Forms page is a dashboard for form management activities. It lists all evaluation forms with the form name and the date and time each form was last modified — this timestamp serves as the form's version ID.

Study Notes

Topic Explanation
Evaluation Form A structured scoring template used to assess recorded interactions
Question Group A logical grouping of related questions within a form (e.g., Compliance, Greeting, Product Knowledge)
Question Type Defines how the evaluator responds to a question (Multiple Choice, Yes/No, Range)
Fatal Question If answered incorrectly, the entire evaluation automatically fails regardless of total score
Critical Question High-importance question that impacts score but does not cause automatic failure
Range Question Evaluator scores on a numeric scale (e.g., 1–5)
Yes/No Question Binary scoring — used for compliance checks
Multiple Choice Question Evaluator selects from predefined options, each worth a point value
Points Numeric score value assigned per answer option
Help Text Tooltip shown to evaluator when hovering over a question — improves scoring consistency
Require Additional Comments Forces evaluator to enter a comment for that question — used for coaching or compliance evidence
Conditional Question Displays a question only when a prior condition is met — reduces form complexity
Publish Makes the form available for use in evaluations and policies
Version ID The last-modified timestamp on the form list page

Navigation

Task Navigation
Open Evaluation Forms Admin → Quality → Evaluation Forms
Alt Navigation Menu → Conversational Intelligence → Quality Management → Evaluation Forms
Create a new form Admin → Quality → Evaluation Forms → Create
Edit a form Admin → Quality → Evaluation Forms → select form → Edit
Publish a form Inside the form editor → Publish button

Evaluation Forms List Page

UI Field Description
Form Name Name of the evaluation form
Last Modified (Date/Time) Timestamp of last modification — also serves as the version ID for the form
Create Opens a new evaluation form
Search Search for forms by name
Edit Open form for editing
Delete Remove the form

Critical Evaluation Fields

Field Description Implementation Purpose Example Use
Question Group Logical grouping of related questions Organizes the form into sections Compliance / Greeting / Product Knowledge
Question Type How the evaluator answers the question Determines scoring behavior Multiple Choice / Yes-No / Range
Points Numeric value per answer option Used to calculate final score Correct = 1, Incorrect = 0
Help Text Tooltip shown when evaluator hovers over question Guidance for consistent scoring "Agent must verify customer identity before proceeding."
Require Additional Comments Forces evaluator to enter comments Ensures detailed feedback for coaching/compliance Required for low-scoring answers
Conditional Question Shows only if prior condition is met Keeps form concise and context-aware Show escalation question only if customer asked for supervisor

Fatal Question

Field Description Implementation Purpose Example
Fatal Question If answered incorrectly, the entire evaluation automatically fails regardless of total score Used for critical compliance or legal requirements "Did the agent verify customer identity?"

Fatal Question Behavior

Agent Interaction
        ↓
Evaluator answers Fatal Question
        ↓
Incorrect Answer Selected
        ↓
Entire Evaluation Score = FAIL
(regardless of all other question scores)

When to Use Fatal Questions

Scenario Reason
Compliance violations Regulatory requirement — failure is not acceptable
Security verification failure Customer identity not confirmed
Mandatory legal disclosures not followed Legal or contractual obligation

Best practice: Use fatal questions sparingly — reserve them only for true compliance or legal requirements where failure is unacceptable.

Critical Question

Field Description Implementation Purpose Example
Critical Question High-importance question that significantly impacts the evaluation score but does not automatically fail the entire evaluation Ensures high-impact scoring without automatic failure "Did the agent provide correct product information?"

Critical Question Behavior

Agent Interaction
        ↓
Evaluator answers Critical Question
        ↓
Incorrect Answer
        ↓
Points Deducted from Score
(evaluation does NOT automatically fail)

When to Use Critical Questions

Scenario Reason
Customer experience standards Greeting quality, empathy
Product knowledge verification Accuracy of information given
Process adherence Correct workflow followed

Question Types

Range Question

Field Description Implementation Purpose Example
Range Question Evaluator scores on a numeric scale Measures qualitative performance 1–5 rating scale

Example scale:

Score Meaning
1 Poor
3 Acceptable
5 Excellent

Yes / No Question

Field Description Implementation Purpose Example
Yes / No Question Binary scoring Compliance checks "Did the agent greet the customer properly?"

Points example:

Answer Points
Yes 1
No 0

Multiple Choice Question

Field Description Implementation Purpose Example
Multiple Choice Evaluator selects from predefined options Structured scoring Greeting quality rating

Example options:

Answer Points
Excellent 5
Good 3
Poor 1

Form Structure Example

Evaluation Form: Customer Service Review

Section 1: Compliance
    Fatal Question → Identity Verification (Yes/No)

Section 2: Customer Experience
    Range Question → Professionalism (1–5)
    Critical Question → Issue Resolution (Yes/No)

Section 3: Product Knowledge
    Multiple Choice → Correct Information Provided
    Conditional Question → Escalation Handling
        (appears only if customer requested supervisor)

Permissions

Permission Description
Quality > Evaluation Form > Add Create new evaluation forms
Quality > Evaluation Form > Edit Modify existing forms
Quality > Evaluation Form > Delete Remove forms

Dependencies

Component Purpose
Interaction Recording Provides interactions to be evaluated using the form
Quality Policies Reference evaluation forms when assigning evaluations
Evaluators Use the form to score interactions
Quality Management (Admin) Parent feature area

Implementation Checklist

Task Status
Define evaluation categories (question groups) ☐
Decide which questions require fatal logic ☐
Select appropriate question types per question ☐
Add help text to all questions ☐
Configure scoring (points per answer) ☐
Add conditional questions where appropriate ☐
Save the form as draft ☐
Review and validate the form ☐
Publish the form ☐
Reference the form in quality policies ☐

Implementation Guide

Step Action
Step 1 Navigate to Admin → Quality → Evaluation Forms
Step 2 Click Create
Step 3 Enter form name
Step 4 Add Question Groups
Step 5 Add questions to each group with the appropriate Question Type
Step 6 Configure Points, Help Text, and Comments settings per question
Step 7 Toggle Fatal or Critical where applicable
Step 8 Add Conditional logic where appropriate
Step 9 Save draft
Step 10 Click Publish to make the form available for use

Workflow

Admin Creates Evaluation Form
        ↓
Question Groups Added
        ↓
Questions Added (with type, points, help text)
        ↓
Fatal / Critical Flags Set
        ↓
Form Published
        ↓
Policy References Form
        ↓
Evaluator Uses Form to Score Interaction

Best Practices for Evaluation Forms

Practice Reason
Use fatal questions sparingly Prevent unnecessary evaluation failures
Reserve fatal for legal/compliance requirements Only true pass/fail scenarios should auto-fail
Use range questions for soft skills Better measures qualitative performance like empathy
Provide help text for every question Improves evaluator consistency and reduces subjectivity
Group questions logically by topic Makes evaluation easier to complete accurately
Use conditional questions Reduces form complexity and irrelevant questions
Keep forms focused Forms covering too many topics are harder to score consistently
Calibrate evaluators regularly against published forms Ensures form is interpreted consistently

Naming Convention

Resource Example
Evaluation Form Support_Call_Evaluation_Form
Question Group Compliance / CustomerExperience / ProductKnowledge

Limitations / Constraints

Constraint Description
Form must be published Forms in draft state cannot be used in policies or evaluations
Version tracking Last-modified timestamp is the version ID — no formal versioning system
Arabic dialect limitation Date/time display does not currently appear in standard Arabic format — to be resolved in a future update

Interview Cheat Sheet

Question Answer
Where are evaluation forms managed? Admin → Quality → Evaluation Forms
What permissions are required? Quality > Evaluation Form > Add / Edit / Delete
What is a Fatal Question? A question that automatically fails the entire evaluation if answered incorrectly
When should fatal questions be used? Only for true compliance or legal requirements
What is a Critical Question? High-importance question that impacts score but does NOT auto-fail the evaluation
Why use range questions? To evaluate qualitative performance like empathy or professionalism
What is the version ID of a form? The last-modified date/time timestamp shown on the form list
What does publishing a form do? Makes it available for evaluators and for reference in quality policies

Key Takeaways

Topic Summary
Evaluation Forms Structured templates used by evaluators to score recorded interactions
Navigation Admin → Quality → Evaluation Forms or Menu → Conversational Intelligence → Quality Management → Evaluation Forms
Version ID Last-modified timestamp on the form list page
Fatal Questions Auto-fail the entire evaluation — reserve for compliance/legal requirements only
Critical Questions High impact on score but do not auto-fail
Question Types Multiple Choice / Yes-No / Range
Publish Required Forms must be published before they can be used
Permissions Quality > Evaluation Form > Add / Edit / Delete
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