Maintenance Manual

Recordings
Evaluation Forms
138
STEP RESULT: The Evaluation Form Administration window appears.
2. Click New.
S
TEP RESULT: The Evaluation Form Name dialog box appears.
3. Type a unique name for the evaluation form and then click OK.
S
TEP RESULT: The Evaluation Form Templates dialog box appears.
4. Choose a template from the drop-down list, and then click OK.
S
TEP RESULT: Quality Management adds the new evaluation form to the list of forms
at the top of the Evaluation Form Administration window.
A
FTER COMPLETING THIS TASK:
You can now configure the newly-created evaluation form by completing the
information on each tab on the lower part of the window.
Details Tab
The Details tab displays a form’s properties. It appears at the bottom of the Evaluation
Form Templates window and the Evaluation Form Administration window.
Table 39. Details tab fields
Field Description
Description A descriptive name of the form or template. The default description is the
name of the template used to create the form.
Original Author The name of the person who originally created the form or template. The
default is Administrator.
Last Author The name of the person who last modified the form or template. The
default is Administrator.
Needs
Improvement
Percentage
The evaluation score range that indicates the agent’s performance needs
improvement. Default is 0–74%. If you change the value, all other score
ranges change accordingly.
Meets
Expected
Percentage
The evaluation score range that indicates the agent’s performance meets
expectations. Default is 75–89%. If you change the value, all other score
ranges change accordingly.