Evluation form

–KeyUIExplained

Section	Description
Module Context	Part of Quality Management within Genesys Cloud WEM
Navigation	Admin → Quality → Evaluation Forms
Alt FieldsNavigation	Menu → Conversational Intelligence → Quality Management → Evaluation Forms
Required Permissions	Quality > Evaluation Form > Add / Edit / Delete
Primary Function	Create and manage forms are used by supervisors and evaluators to score recorded interactions. These fields control how scoring behaves, how compliance failures are handled,interactions and howmeasure evaluatorsagent interactperformance 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.

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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

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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

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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

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Critical Evaluation Fields

Field	Description	Implementation Purpose	Example Use
Question Group	Logical grouping of related questions within the evaluation form.	Organizes the evaluationform into sections such as compliance, greeting, and product knowledge.	Compliance / Greeting / SoftProduct SkillsKnowledge
Question Type	Defines howHow the evaluator answers the question.question	Determines scoring behavior.behavior	Multiple Choice / Yes-No / Range
Points	Numeric value assigned to eachper answer option.option	Used to calculate the final evaluation score.score	Correct answer = 1, Incorrect = 0
Help Text	Tooltip displayedshown to thewhen evaluator when hoveringhovers over the question.question	ProvidesGuidance guidancefor onconsistent how to score the question.scoring	“"Agent must verify customer identity before proceeding.”"
Require Additional Comments	Forces the evaluator to enter comments for the question.	Ensures detailed feedback for coaching or compliance.coaching/compliance	Required for low low-scoring answers
Conditional Question	Displays the questionShows only if a prior condition is met.met	Keeps evaluationform forms shorterconcise and more context-aware.aware	Only showShow escalation question only if customer asked for supervisor

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Fatal Question

Field	Description	Implementation Purpose	Example
Fatal Question	If theanswered evaluator marks this question as incorrect,incorrectly, the entire evaluation automatically fails, regardless of the total score.score	Used for critical compliance or legal requirements where failure is unacceptable.	“"Did the agent verify customer identity?”"

Fatal Question Behavior

Agent Interaction
        ↓
Evaluator answers Fatal Question
        ↓
Incorrect Answer Selected
        ↓
Entire Evaluation Score = FailFAIL
(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 verifiedconfirmed
Mandatory scriptlegal disclosures not followed	Legal disclosuresor contractual obligation

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

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Critical Question

Field	Description	Implementation Purpose	Example
Critical Question	ImportantHigh-importance question that significantly impacts the evaluation score but does not automatically fail the entire evaluation.	Ensures high high-impact scoring without automatic failure.failure	“"Did the agent provide the 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 orquality, empathy
Product knowledge verification	Accuracy of information given
Process adherence	ProperCorrect workflow followed

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Question Types

Range Question

Field	Description	Implementation Purpose	Example
Range Question	AllowsEvaluator evaluator to scorescores on a scale.numeric scale	Used to measureMeasures qualitative performance.performance	1–5 rating scale

Example:Example scale:

Score	Meaning
1	Poor
3	Acceptable
5	Excellent

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Yes / No Question

Field	Description	Implementation Purpose	Example
Yes / No Question	Binary scoring question.	UsedCompliance for compliance checks.checks	“"Did the agent greet the customer properly?”"

Points Example:example:

Answer	Points
Yes	1
No	0

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Multiple Choice Question

Field	Description	Implementation Purpose	Example
Multiple Choice	Evaluator choosesselects from multiple predefined answers.options	UsefulStructured for structured scoring.scoring	Greeting quality rating

Example Options:options:

Answer	Points
Excellent	5
Good	3
Poor	1

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EvaluationForm ScoringStructure 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)

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Permissions

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

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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

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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	☐

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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

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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

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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 measuremeasures 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 followcomplete 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

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QuickNaming Convention

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

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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

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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 in Genesys Cloud?Question?	A question that automatically fails the entire evaluation if answered incorrectly.incorrectly
When should fatal questions be used?	ComplianceOnly for true compliance or regulatorylegal requirements.requirements
What is a Critical Question?	High-importance question that impacts score but does notNOT automatically auto-fail the evaluation.evaluation
Why use range questions?	To evaluate qualitative performance like empathy or professionalism.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

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Key TakeawayTakeaways

Fatal

questionsenforcecompliancerequirements,whilecriticalquestionsandscoring questions help measure agent performance and customer experience quality.

of1incorrectvalue

Topic	Summary
Evaluation formForms	Structured templates Multipleused askby questionevaluators to Correctscore answersrecorded valueinteractions
Navigation	Admin of→ 0Quality → Evaluation YesForms 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 question/ Range
Publish Required	Forms must be published before they can be used
Permissions	Quality > Evaluation Form > Add / Edit / Delete