User Guide

Evaluating a Contact
September 2009 61
Only an administrator can create a form. A form can use either a Yes/No or scale of
0–5 method of scoring. There can be up to 10 sections in a form, and each section
can contain up to 10 questions.
Key Performance Indicator (KPI) Questions
The administrator who creates the evaluation form might designate some questions
as “key performance indicator” (KPI) questions (
Figure 24). A poor score on a KPI
question (“no” on a Yes/No question or “zero” on a 0–5 question) results in a zero
score for the entire evaluation, no matter how the agent scores on other questions.
You still must continue to score the entire evaluation when a KPI question triggers a
final zero score. The scores you assign to all questions and sections are retained and
are available for review.
Adding Comments to the Evaluation
Evaluators, managers, and supervisors can add comments to an evaluation either
while they are scoring it, or after they have completed scoring the form. Agents can
add comments to an evaluation only after the evaluation has been scored.
There are two types of comments:
■ Form comments—comments that apply to the entire evaluation
■ Section comments—comments that apply to a specific section
The Read button in the Form Comments and Section Comments pane is enabled
when comments are saved for the form or for a specific section. When you click the
Read button a popup window containing the comments already entered is displayed
(Figure 25).
Figure 24. Evaluation form with a KPI question shown
Scoring a zero on this Key Performance Indicator question
results in a zero score for the entire evaluation.