OA forms are used to rate how well agents handle activities. Reviewers can add them in Listings → Activities.
Go to Manage → Settings → QA 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, then continue with set up your QA forms:
Drag section from the right side menu to the drop field. Name it and write the description.
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.
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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