QA Form Layout

QA forms enable users to grade calls quickly and easily, automatically calculate scores, and report on the results. Each QA grading form contains three basic kinds of information: static information about the agent and the call, the evaluation questions and answers, and the scores automatically calculated from the evaluation. Categories are used to summarize results of gradings in different areas of concern to the managers or supervisors who are evaluating agents' calls. Questions are written by System Administrators with the QA Question Utility. Each form draws from the database of questions that the form designer deems appropriate for that form.