📋 Manage Evaluation Forms
Create, configure, and manage evaluation forms for Quality Monitoring
What are evaluation forms?
Evaluation forms define which criteria should be assessed during the quality evaluation of customer contacts. They consist of sections, categories, subcategories, and specific questions with predefined answer options.
Evaluation form overview
As an evaluation form administrator, you can access the central overview via the "Evaluation Forms" tile. Here, you can see all evaluation forms created in the system with their key properties at a glance:
• Title and description of the form
• Linked projects
• Current status (Draft or Published)
• Version number
💡 Project Assignment
The project link determines for which projects an evaluation form is available for selection in monitoring. Forms without project assignment are globally available for all projects.
Create a new evaluation form
1 Create evaluation form
Click the "+Add evaluation form" button in the overview.
2 Enter basic data
Enter the title, description, and optionally, the project assignment.
3 Start configuration
After saving, the configuration page opens automatically, where you can define the structure and questions of the form.
Structure and hierarchy
Evaluation forms can be structured hierarchically in up to four levels:
1. Evaluation form (Top level)
→ The entire questionnaire with a total weighting of 100%
2. Sections
→ Thematic main areas (e.g., "Greeting", "Advice", "Conclusion")
3. Categories
→ Subdivision of sections (e.g., "Opening the conversation", "Needs analysis")
4. Subcategories
→ Further detail of categories
5. Questions
→ Concrete evaluation criteria within the structure
✨ Flexible positioning
All structural elements (subcategories, categories, sections) can be moved in their position via drag & drop.
Understanding weightings
The weighting system ensures that different evaluation criteria can contribute to the overall evaluation with varying degrees of importance.
⚖️ Basic principle of weightings
On each hierarchy level, the sum of the weightings of all elements must always equal exactly 100%.
Weighting rules in detail:
→ The sum of all section weightings within an evaluation form = 100%
→ The sum of all category weightings within a section = 100%
→ The sum of all subcategory weightings within a category = 100%
→ The sum of all question weightings within a structural element = 100%
📊 Subtotals
The current subtotals of the weightings are displayed on the right edge of the respective structural elements. This allows you to immediately see whether the 100% has been reached.
Configuring questions and answers
Questions can be added within any structural element (section, category, or subcategory). Each question consists of several components:
Mandatory fields of a question
• Title: The specific question (e.g., "Was the customer greeted by name?")
• Description: Help text for correct evaluation of the criterion
• Weighting: Value between 0% and 100%
Defining answer options
For each question, you can create several predefined answer options. Each answer has:
→ Name: Name of the answer (e.g., "Fully met", "Partially met", "Not met")
→ Value: Point value from 0% to 100%
Advanced settings
Include in overall evaluation
If this switch is activated, the answer flows into the overall result. If deactivated, the answer is saved but not considered for the calculation of the overall score.
⚠️ Knock-out criteria
For particularly critical evaluation points (e.g., data protection, customer verification), you can define knock-out criteria. Selecting this answer automatically:
• Option "Disqualify template": Sets the entire evaluation form to 0%
• Option "Disqualify parent element": Sets only the containing structural element (subcategory, category, or section) to 0%
Status and publication
After creating an evaluation form, it goes through various status stages:
Status: Draft
If you save a newly created evaluation form using the save function, it initially receives the status "Draft". In this status:
✓ The form is saved and can be edited further
✗ It is not yet available for monitoring
Status: Published
To release an evaluation form for monitoring, open it again via the edit function and click "Save & Close". The form is then published and immediately available for evaluations.
Editing an evaluation form
Existing evaluation forms can be adjusted at any time:
1 Open editor
In the overview, click on the "Edit" action for the desired form.
2 Make changes
Adjust structure, questions, weightings, or other settings as needed.
3 Select save
Edited forms can either be saved as a draft or published directly (via "Save & Close").
📌 Important to know
Every time it is saved, a new version is automatically created. All previous versions are retained and can be viewed later.
Versioning
Every change to an evaluation form is saved as a new version. This gives you access to the history at any time and allows you to understand how a form has evolved.
How to view earlier versions:
→ Click on "Details" for a form in the overview
→ The form is displayed in a summary
→ Use the dropdown menu at the top to switch between versions
📚 Audit Trail
Versioning also serves as an audit trail. Evaluations already conducted always refer to the version of the form that was active at the time of the evaluation.
Deleting or deactivating an evaluation form
Deleting evaluation forms is subject to strict rules to ensure data integrity:
✓ Deletion possible
An evaluation form can only be deleted if not a single evaluation has been conducted with it yet. In this case, the form is completely removed from the system.
→ Deactivate instead of delete
If evaluations have already been conducted with a form, it can no longer be deleted. Instead, you can deactivate it. Deactivated forms are no longer available for new monitoring, but all evaluations already conducted remain fully intact.
⚠️ Important Note
Deactivation protects historical data integrity. All evaluations, statistics, and analyses remain unchanged and can continue to be viewed.
Further Information
📖 Conducting evaluations
Learn how to evaluate concrete customer contacts using the created evaluation forms
📊 Creating analyses and reports
Learn how to analyze and visualize the results of the evaluations
⚙️ Project management
Understand the project structure and how to optimally assign evaluation forms
Need further support?
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