Creating a monitoring form
You can build and modify evaluation and coaching forms in QualityDesk. Forms can be create and edit by Management users and Unit supervisors.
You can view the monitoring forms under Monitoring forms: https://cloud.qualitydesk.com/sheet/list. Here you will find a couple of template forms that are immediately available. Also included is TEMPLATE, where you can customize the creation of a form that works for you. You can also build your own form by following the instructions below. You can also watch a help video below the instructions.
Start building the monitoring form by going to the form building here: https://cloud.qualitydesk.com/sheet/new.
Create a name for the form.
Choose will you allow commenting of answers on the form? If you do, on the form there will be text fields under each question.
Select the units to which the form will be displayed. If there is only one unit in use or you want everyone to use the same form, leave the selection unchecked.
Next, select the Dimensions. If you haven't done dimensions, you will find the instructions at the end of this page.
Then start creating monitoring form questions. First type section heading. The section is always in the form on a blue background.
New question -button will give you new questions under the section.
New section -button will give you new sections.
Delete -button will remove the whole section and questions in that section.
In the text field you can type the section heading. Example "Greeting and introduction".
Under the section you can add the questions.
Delete -button will remove the single questions from the form.
In the first text field you can write the question. Example "Agent is positive and energetic?".
Allow skip -selection will add a Bypass button in to question. This can be selected if the agent can't do the desired task.
Critical -selection will make the question to be critical. If the answer to this question gives zero points, the whole form will be zero.
In the second text field you can write information about the question.
Under the information you can add the answer options to the question. These can be for example Yes, No, Partly. You can add more answer options from the New response button.
For each answer you need to give points. Monitoring form is always converted to percentages, and the best possible outcome is 100%.
When you are assigning points it's good to consider the weight of the points in questions and sections. This means, that you should check that the most important questions and/or sections will give more points than other, not so important, questions or sections.
Build the whole form and at the end click Save.
If you want to use the form immediately, go ton top and click Active -button.
Dimensions are tracking targets that you can add to evaluation and coaching forms and you can use them in reporting to filter results or gather information.
Go to the company settings: https://cloud.qualitydesk.com/company/edit
Click Add a new dimension -button.
Give a name for the Dimension. Example "Contact channel"
Choose if you want to use a Test field or Option list. In the Text field you can write freely and add example links if needed. In Option list you can determine the list option. Example, if the Dimension would be "Contact channel", you could add option like "Phone", "Chat", "E-mail". Write the options on the field and separate them with a comma.
Then click Save.
Then go to the form, where you want to add the dimension, https://cloud.qualitydesk.com/sheet/list.
Click the Actions -button and select Edit.
Add the dimenstion under Dimensions shown on the form.
Determine if the dimension is Mandatory to fill every time.
Then go to the end of the form and click Save.
Next you can see, how to set your company settings:
Monitoring forms
You can view the monitoring forms under Monitoring forms: https://cloud.qualitydesk.com/sheet/list. Here you will find a couple of template forms that are immediately available. Also included is TEMPLATE, where you can customize the creation of a form that works for you. You can also build your own form by following the instructions below. You can also watch a help video below the instructions.
Creating a monitoring form
Start building the monitoring form by going to the form building here: https://cloud.qualitydesk.com/sheet/new.
Create a name for the form.
Choose will you allow commenting of answers on the form? If you do, on the form there will be text fields under each question.
Select the units to which the form will be displayed. If there is only one unit in use or you want everyone to use the same form, leave the selection unchecked.
Next, select the Dimensions. If you haven't done dimensions, you will find the instructions at the end of this page.
Then start creating monitoring form questions. First type section heading. The section is always in the form on a blue background.
New question -button will give you new questions under the section.
New section -button will give you new sections.
Delete -button will remove the whole section and questions in that section.
In the text field you can type the section heading. Example "Greeting and introduction".
Under the section you can add the questions.
Delete -button will remove the single questions from the form.
In the first text field you can write the question. Example "Agent is positive and energetic?".
Allow skip -selection will add a Bypass button in to question. This can be selected if the agent can't do the desired task.
Critical -selection will make the question to be critical. If the answer to this question gives zero points, the whole form will be zero.
In the second text field you can write information about the question.
Under the information you can add the answer options to the question. These can be for example Yes, No, Partly. You can add more answer options from the New response button.
For each answer you need to give points. Monitoring form is always converted to percentages, and the best possible outcome is 100%.
When you are assigning points it's good to consider the weight of the points in questions and sections. This means, that you should check that the most important questions and/or sections will give more points than other, not so important, questions or sections.
Build the whole form and at the end click Save.
If you want to use the form immediately, go ton top and click Active -button.
Dimensions
Dimensions are tracking targets that you can add to evaluation and coaching forms and you can use them in reporting to filter results or gather information.
Go to the company settings: https://cloud.qualitydesk.com/company/edit
Click Add a new dimension -button.
Give a name for the Dimension. Example "Contact channel"
Choose if you want to use a Test field or Option list. In the Text field you can write freely and add example links if needed. In Option list you can determine the list option. Example, if the Dimension would be "Contact channel", you could add option like "Phone", "Chat", "E-mail". Write the options on the field and separate them with a comma.
Then click Save.
Then go to the form, where you want to add the dimension, https://cloud.qualitydesk.com/sheet/list.
Click the Actions -button and select Edit.
Add the dimenstion under Dimensions shown on the form.
Determine if the dimension is Mandatory to fill every time.
Then go to the end of the form and click Save.
Next you can see, how to set your company settings:
Updated on: 20/12/2022
Thank you!