Expands/collapses an entire form, where all the components of the form in the fill-out area are Expanded/collapsed.

If Collapsed Form Mode is enabled in your Preferences, Expand/Collapse all is unavailable.

If Collapsed Form Mode is not enabled, to improve form performance, it is recommended that you collapse any form components that you are not currently working on.

Opens (or closes) the left navigation pane for navigating to the different areas in the form.

Shows or hides instructions in the form.

If questions are collapsed using the collapse option (), instructions for questions are not displayed.

This option is unavailable if there are no instructions defined in the Form Designer.

Shows or hides more data in the form.

This data includes comments, reasons, and annotations Textual comments appended to an interaction that may optionally include links to external resources, such as an external server maintained by the customer. Users can define and add an annotation to an interaction during playback. that you added in a form.

If questions are collapsed using the collapse option (), additional data for questions are not displayed.

Displays a list of forms available for evaluating/assessing the current interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element./contact The entire communication experience for a customer, from beginning to end..

The list includes:

• Forms that have not been filled already by you for this interaction/contact, and are assigned to your group and role in the Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. application

• Staged forms: If you have privileges to them in the User Management Module that an administrator uses to create a profile for each employee in their organization. application.

• Recent: The last five (or less) forms you used, in chronological order starting with the most recent form. The form used for the current interaction or contact is not included in the list.

The name of the form is disabled while filling out a form, and for a submitted form.

In addition, once a form is submitted, it is no longer displayed in the Form list and can be accessed by using the Open option.

Clears the form you are currently editing and displays a new empty form.

The new form displayed is either the default form or the first form in the Form list. Default forms are configured in your Preferences.

The new form name is enabled.

If all the available forms have already been submitted for the current interaction/contact, the New option is unavailable.

Opens a list of flags Tracking mechanism in the Interactions and Analytics application that marks interactions and evaluations, to indicate that these entities need further attention and follow-up actions. that are assigned to this evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer.. You can assign new flags or unassign existing flags from the evaluation, depending on your privileges in the User Management application.

Flags can be assigned to submitted evaluations only.

The flags displayed are assigned to your group and role in the Assignment Manager application.

The number of currently assigned flags is displayed next to the icon.

Enables a private feedback session between the evaluator and the evaluated employee about the current evaluation. Once the evaluator initiates a feedback session, the employee can view and respond to the feedback and conversely.

This option is only available if the evaluator has flagged the evaluation with the Forward to Employee flag. In addition, you are assigned with privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. to send feedback.

Enables editing a submitted evaluation/assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions)..

You can edit evaluations/assessments filled by you or by other users, depending on your privileges.

Updated evaluation data is reflected in all future reports. If the evaluation was forwarded to the employee, the employee can see the updated information but no notification on the update is sent to the employee.

Saves a temporary copy of the evaluation/assessment without calculating its score, in order for it to be completed at a later stage. Saved evaluation/assessments are automatically pushed to Draft Evaluations/Draft Assessments folders (predefined views) and cannot be searched for using the search functionality.

This option is not available when evaluating an interaction in real time or when using staged forms.

Prints an evaluation/assessment.

Clicking this icon displays a list of fields from which you can select the ones to include in the printed form (depending on your privileges).

The printed evaluation/assessment also includes an employee signature area.

If printing the evaluation/assessment from Internet Explorer, to view the printed form properly, in Internet Explorer go to Tools. Under Print, select Page Setup. Select Print Background Colors and Images.

Downloads an evaluation/assessment in HTML format to your local computer or to a network drive.

Clicking this icon displays a list of fields from which you can select the ones to include in the downloaded form (depending on your privileges).

Opens a list of submitted or draft (saved) evaluation/assessment that were previously filled out for the current interaction/contact. If no previous evaluations/assessments exist, this option is unavailable.

Depending on your privileges assigned to you in the User Management application, the list includes one or more of the following for the current interaction/contact:

• Evaluations/assessments that were filled by You (including your self-evaluations)

• Evaluations/assessments filled by other users having scope over your own organization/groups/subgroups

• Evaluations/assessments that were filled by any evaluator in the enterprise, including evaluators higher up in the hierarchy (outside your visibility)

In addition, all the evaluations/assessments’s displayed in the list are based on forms that are assigned to your group and role in the Assignment Manager application.

Deletes a saved or submitted evaluation/assessment (including automated and partially automated evaluations).

You can delete evaluations/assessments filled by you or by other users, depending on your privileges.

This action deletes all the evaluation/assessment data from the system. You cannot search for it, nor view it in Reports or in any of the evaluations/assessments predefined views.

After a form is deleted, the new form that displayed is either the default form or the first form in the Form list. Default forms are configured in your Preferences.

Calculates and displays the score of the form. It also calculates the score of each section, category, and question. If Rating is defined for this form in the Form Designer, it calculates the Rating value in the Summary area.

In addition, pointing to the Calculate score icon displays the form maximum score.

Clicking this option does not save any data in the database.

If the form you are viewing has already been submitted, the Calculate score icon is unavailable.

Displays the total score achieved in this evaluation/assessment.

This field is only displayed if you are assigned privileges to view it in the User Management application.

Displays the maximum score that can be achieved for the form. This field is displayed if a maximum score is defined for this form in the Form Designer.

The maximum score is displayed by pointing to the Calculate score icon.

This field is only displayed if you are assigned privileges to view it in the User Management application.

Calculates the rating and scores on the form, and saves it in the database. Submitted evaluations/assessments are automatically pushed to their relevant predefined views and folders. They can also be searched for.

This option is not available when using staged forms.

Displays the name of the employee that participated in the interaction, and for whom the evaluation is being performed.

For submitted forms, this field is empty if the employee has been deleted.

Displays the name of the user who is performing the evaluation/assessment.

For submitted forms, this field is not displayed if in User Management you are assigned the Hide Evaluator Name in Evaluations privilege.

For submitted forms, this field is empty if the evaluator/assessor has been deleted.

Displays the organization/groups to which the employee belongs.

Displays the date and time that the form was submitted.

Displays the ECDs defined for this form. These fields are displayed only if they are defined in the Form Designer (up to 20 ECD fields can be displayed).

ECDs are either enabled or read-only depending on their definition. If enabled, their value can either be selected from a list or typed.

The actual captions are configurable and can be displayed with any label such as customer type, account Information, site, and product.

Contains the criteria by which the evaluation is scored.

Depending on rules defined in the Form Designer, questions can be hidden, displayed, enabled, or disabled. These options are based on how another question is answered or on which ECD value is selected from a value list.

In addition, a question can be automatically answered based on how another question was answered. If required, you can also select a different answer.

Contains the answer that is automatically assigned to the question by the system when the form is opened. The system sets the answer according to the rule defined for the question in the Form Designer.

For audio interactions, the system can only answer automated questions if the interaction is transcribed.

If an automated question is hidden as a result of a visibility rule defined in the Form Designer, the system cannot answer the question.

If you have the relevant privilege, you can override the answer assigned by the system and select your own answer.

Indicates an automated question.

When selecting the question, the entire row is highlighted in green.

Indicates an automated and mandatory question.

When selecting the question, the entire row is highlighted in green.

Indicates an automated question that contains an answer edited by the user.

When selecting the question, the entire row is highlighted in green.

Indicates an automated and mandatory question that contains an answer edited by the user.

When selecting the question, the entire row is highlighted in green.

Indicates a manual question that contains an answer.

When selecting the question, the entire row is highlighted in gray.

Indicates a manual question that is not yet answered.

When selecting the question, the entire row is highlighted in gray.

Indicates a manual and mandatory question that contains an answer.

When selecting the question, the entire row is highlighted in gray.

Indicates a manual and mandatory question that is not yet answered.

When selecting the question, the entire row is highlighted in gray.

Contains one or more questions and are used to organize questions into logical groups.

Depending on rules defined in the Form Designer, categories can be hidden, displayed, enabled, disabled, expanded, or collapsed. These options are based on how another question is answered or on which ECD value is selected from a value list.

Contains one or more categories.

A form can have one or more sections.

The section name represents the subject of the section, for example, Interaction Standards or Customer Service Issues.

Depending on rules defined in the Form Designer, sections can be hidden, displayed, enabled, disabled, expanded, or collapsed. These options are based on how another question is answered or on which ECD value is selected from a value list.

Displays the score for a specific category, section, or question.

The score is calculated when you click Calculate score or Submit in the Header. It is not automatically updated each time you select an answer.

The Score is displayed only if you are assigned privileges to view this field in the User Management application.

Displays a list of reasons, from which one can be selected to depict why a specific answer is selected for a question.

This field is only displayed if you are assigned privileges to view it in the User Management application.

Displays a list of annotations that are associated with a specific section/category/question.

The Select Annotation link displays the appended annotations list of the current interaction. The annotations displayed depend on your privileges in the User Management application. From this list, one or more annotations can be selected to be associated with the component of the form.

Clicking an associated annotation moves the playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. position to the annotation time.

Expands a component and displays its instructions and additional data (comments, annotations, reason).

These icons are displayed when pointing to a question/category/section as follows:

is displayed when instructions or annotations exist for the component.

is displayed when reasons or comments exist for the component.

Collapses a component.

This icon is displayed when pointing to a question/category/section that has instructions or additional data (comments, annotations, reason).

Displayed for questions that are mandatory, and for categories/sections having questions that are mandatory.

Once all the mandatory questions in a category/section are answered, the star is no longer displayed for that category/section.

Displays a list of categories that represent scores.

When calculating a score or submitting a form, a rating is automatically assigned to the form. This rating depends on the total score attained. The rating value is determined as defined in the Form Designer, based on a range of scores. For example, scores between 0 and 40 can be defined as Poor, and scores between 41-60 can be defined as Average.

By default, the rate is automatically calculated. (The default value of the field is Automatic). However, you can also manually select a value from the list, regardless of the score.

The value Scored can be displayed for forms in upgraded systems, or if the calculated score of the form does not match any of the defined score ranges.

This field is only displayed if you are assigned privileges to view it in the User Management application.

Displays notes added to sections, categories, questions, detail, and summary areas.

This field is only displayed if you are assigned privileges to view it in the User Management application.