In any contact center, evaluating agent performance is crucial for maintaining high service standards. Evaluation forms are essential tools that help supervisors assess and score agent interactions based on predefined criteria. This process ensures that agents meet the company’s Key Performance Indicators (KPIs), such as communication skills, product knowledge, and customer courtesy. In Genesys Administrator Training, creating and managing these forms is a key skill. Let’s explore how to design and use evaluation forms effectively in Genesys Cloud CX.
What Are Evaluation Forms?
Evaluation forms are structured tools used by quality evaluators to assess recorded interactions. These forms provide a consistent framework for measuring agent performance against company-specific KPIs. By using a set of standardized questions, evaluators can ensure objective assessments and track agent progress over time.
Key Components of Evaluation Forms
- Key Performance Indicators (KPIs): These include critical behaviors and skills, such as:
- Question Types: Evaluation forms can include various question types to capture detailed feedback:
- Scoring System: Genesys Cloud CX calculates scores based on evaluator responses. Critical questions have a significant impact, and fatal errors can result in a zero score regardless of other responses.
Steps to Create Evaluation Forms in Genesys Cloud CX
1. Open Evaluation Forms
To begin, navigate to the Admin page in Genesys Cloud CX. Under the Quality section, select Evaluation Forms. This is where all evaluation templates are managed.
2. Create a New Evaluation
Click the Create button to start a new evaluation form. Give your evaluation form a clear, descriptive name that reflects its purpose. This ensures easy identification when assigning forms to different policies.
3. Configure Question Groups
Organize your form by creating question groups. These groups might include categories like Opening, Communication Skills, Product Knowledge, and Closing. Each group should focus on specific aspects of agent performance.
- Name the evaluation and question group.
- Set default scoring (e.g., highest scoring answers).
- Choose question types that best fit your evaluation criteria.
4. Add Questions to the Form
Within each question group, add relevant questions. For example:
- “Did the agent greet the caller in a cheerful manner?”
- “Did the agent provide accurate information?”
- “Was the agent able to resolve the issue efficiently?”
You can mark specific questions as critical if they are essential for service quality. For yes/no questions, consider marking some as fatal, which means a “No” response will automatically set the evaluation score to zero.
5. Preview the Evaluation Form
Before finalizing, use the Preview function to see how the form will appear to evaluators. This step ensures that all questions are clear and the scoring logic works as intended. Adjustments can be made at this stage to fine-tune the evaluation process.
6. Save and Publish the Form
Once you are satisfied with the evaluation form, click Save and Publish. This makes the form available for use in evaluating real interactions. Only published forms can be assigned to policies and used in evaluations.
Attaching Evaluation Forms to Policies
1. Select the Policy
In the Policies menu, choose the policy to which you want to attach the evaluation form. Policies define the rules and processes for managing quality assessments within the contact center.
2. Assign the Evaluation Form and Evaluators
- Under Evaluations, check the Assign evaluation by evaluators option.
- Select the relevant evaluation form from the list.
- Assign specific evaluators who will be responsible for using the form to assess interactions.
This step ensures that the right evaluation criteria are applied consistently across the contact center.
Benefits of Using Evaluation Forms in Genesys Cloud CX
Standardized Assessments
Evaluation forms provide a consistent framework for evaluating agent performance. This standardization reduces bias and ensures that all agents are assessed fairly using the same criteria.
Focused Agent Feedback
By categorizing questions, evaluation forms offer targeted feedback. Agents receive clear insights into their strengths and areas for improvement, helping them focus on specific skills.
Enhanced Training Programs
The data collected through evaluation forms can identify trends and common issues. This information is invaluable for designing training programs that address specific weaknesses and improve overall service quality.
Real-time Performance Monitoring
Supervisors can monitor evaluation results in real-time through quality dashboards. This immediate feedback loop helps maintain high performance standards and address issues promptly.
Conclusion
Evaluation forms are a cornerstone of effective quality management in contact centers. In Genesys Administrator Training, mastering the creation and configuration of these forms ensures that agents are evaluated fairly and consistently. By following the steps outlined—creating forms, configuring question groups, and attaching forms to policies—supervisors can provide targeted feedback and maintain high service standards.
Investing in robust evaluation processes not only improves agent performance but also enhances customer satisfaction. With Genesys Cloud CX, organizations can leverage powerful tools to streamline evaluations, monitor performance, and drive continuous improvement.
