# 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` |