Create Forms and Plans

A form is a set of questions used by evaluators to evaluate the performance and identify areas for development.

In an evaluation process, managers first create forms and then build quality plans. Quality plans randomly select agent interactions to be reviewed and distribute them to the evaluators for evaluation.

After the quality plans are activated, evaluators in your organization will be able to evaluate agent interactions using the forms that you created.

In addition, if you have the CXone QM Advanced license, you can use Categories to analyze agent interactions.