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QA Forms

OA forms are used to rate how well agents handle activities. Reviewers can add them in Listings → Activities.


Create a New QA Form/Edit a QA Form

Create a New QA Form/Edit a QA Form

Go to ManageSettingsQA Forms to add the QA form to your queues. 

To create a new QA form from scratch, click Add new.

To use an existing QA form as a template for your new one, click Clone in the Actions column.

To edit a QA form, click its title.

The QA form details will open.

Fill out the title and description.

Set your Initial score and minimum final score.

Save your QA form.


QA Form Details 

QA Form Details 

Choose sections

Drag section from the right side menu to the drop field. Name it and write the description.

Choose questions

Click Add new to Create a new question. A new window will open.

Enter the question into the Title field.

Enter the answer into the Answers field and select a number Value this question. 

To add a new answer click the plus button next to the Value field.


Add QA Form to Your Queue

Add QA Form to Your Queue

Go to Manage → Settings → QA Forms to add QA form to your queue. 

Click Queues in the Relations column. Check the queues where you want to use your QA form and click the Save button.




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