QA Forms
QA forms are an essential tool used to assess and evaluate activities between agents and customers. These forms help ensure that your business standards are met and provide valuable feedback that can be used for continuous improvement in agent performance and customer service. By evaluating activities, you can identify strengths and areas for improvement, and ensure that your customers consistently receive high-quality service.
Creating a new QA Form
Go to Manage → Settings → QA Forms to Add new or edit a QA Form.
Field | Description |
|---|---|
Title | Name this QA Form. |
Description | Make a note of what the 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 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
If you are setting up your QA Forms for AI QA, please follow the instructions in this AI QA article.
After creating new QA Form, enter Form from the grid.
You can start by cklicking on Add new topics in the right panel, where all your unused QA questions are stored.
Name this question in the Title field and provide a description of its purpose in the Description field.
Next to the name, there is a button for Custom Translation. You can translate the name of this question into different languages if you have evaluating Team Leaders from different countries.
Choose a question Type and fill in the Answers as its options. Types are explained bellow.
For each answer, you can define:
Name
Description (is only used for GPT prompt when using AI QA)
Value - Choose how many points are given, when this answer is selected.
Disqaulifying answer - If this answer is selected, the final QA review score will be 0 (or minimum score) regardless of any other answers.
Do not count towards max - If this answer selected, the question it is part of will not be counted towards the QA form max score.
Explanation of Question Types
Type | Description |
|---|---|
Multiple choice (selectbox) | Evaluating user chooses one answer from the options in a selectbox. |
Multiple answer (selectbox) | The evaluating user chooses one or more answers from the options in the checkboxes. |
Linear Scale | The evaluating user can slide the value along the linear scale in whole numbers. You can define the minimum and maximum with your custom labels. Please note that the Linear Scale type of question is not available for AI QA. |
Open ended (textarea) | The evaluating user can fill in notes in the text area. This type of question cannot generate any points. |
How to Link QA Forms to a Queue
After you have created a QA Form and added questions to it, it’s time to define which queues you want your Team Leaders to use for evaluating users with this form.
In the QA form grid, enter Queues in the Relations collumn.
In there, you can select which queues this form can be used for. When a Team Leader clicks on the QA button in the listings, they will be able to choose from the forms available for that queue.
How Team Leaders can evaluate agents is explained in the QA Reviews article.