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