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QA Forms

QA forms are the checklists your team leaders, or AI QA, use to evaluate activities between agents and customers. Each form is a set of questions; each answer adds or subtracts points, and the result is a QA review with a score. Reviews show where agents are strong and where they need coaching, and whether customers consistently get the service you expect.

For how forms, reviews, AI QA and the QA statistics fit together β€” and a recommended way to start β€” see How Quality Works.

Recommended starting values

Start with one form of 5–10 Multiple choice questions on the behaviours that matter most. Keep Disqualifying answer for one or two real deal-breakers, such as a compliance breach. You can always add questions later; long forms are reviewed less often.

Creating a new QA Form

Go to Settings β†’ Workflows β†’ QA Forms and click Add new, or open an existing form to edit it.

Field Description
Title Name this QA Form.
Description Make a note of what this QA Form will be used for. This is for your internal information only.
AI QA Form Check if you plan to use this QA Form for the AI QA function.
Initial score Enter the starting score of QA Reviews that use this QA Form. Answers to questions in the form will be added to or subtracted from this score.
Minimum final score Enter the minimum score of QA Reviews that use this QA Form. If the resulting score of a QA Review is lower than this score, this score will be used instead.

How to Set Up a QA Form

Info

If you are setting up your QA Forms for AI QA, please follow the instructions in the AI QA article.

After creating a new QA Form, open its Form from the grid. Start by clicking Add new in the right panel, where all your unused QA questions are stored.

  • Name the question in the Title field and describe its purpose in the Description field.
  • Next to the name, there is a button for Custom Translation. You can translate the name of the question into different languages if your reviewing team leaders work in different languages.
  • Choose a question Type and fill in the Answers as its options. Types are explained below.

  • For each answer, you can define:

    • Name
    • Description β€” only used in the instructions for AI when the form is used for AI QA.
    • Value β€” how many points are given when this answer is selected.
    • Disqualifying answer β€” if this answer is selected, the final QA review score will be 0 (or the minimum score) regardless of any other answers.
    • Do not count towards max β€” if this answer is selected, the question it is part of will not be counted towards the QA form's maximum score.

Explanation of Question Types

Type Description
Multiple choice (selectbox) The reviewer chooses one answer from the options in a selectbox.
Multiple answer (checkbox) The reviewer chooses one or more answers from the options in the checkboxes.
Linear Scale The reviewer can slide the value along the linear scale in whole numbers. You can define the minimum and maximum with your custom labels. Warning: The Linear Scale type of question is not available for AI QA.
Open ended (textarea) The reviewer can fill in notes in the text area. This type of question cannot generate any points.

A QA form can only be used for activities from the queues it is linked to. In the QA form grid, click Queues in the Relations column and select the queues this form can be used for. You can also link forms from the queue side, using the queue's QA forms relation in Settings β†’ Routings β†’ Queues. When a team leader clicks the QA reviews button on an activity in the listings, they can choose from the forms linked to that activity's queue. How team leaders evaluate agents is explained in Listings β†’ Activities β†’ QA Reviews and QA Reviews.