Evaluation Forms

In CallStudio, you can create new evaluation forms to evaluate calls based on different criteria. With the flexibility of evaluation forms, you can solve a wide range of problems such as:

• Quality assurance: You can create evaluation forms to ensure that the agents are following the correct procedures and guidelines.
• Performance evaluation: You can create evaluation forms to evaluate the performance of the agents based on different criteria.
• Compliance: You can create evaluation forms to ensure that the agents are following the compliance rules and regulations.
• Training: You can create evaluation forms to identify the training needs of the agents.
• Customer satisfaction: You can create evaluation forms to evaluate the satisfaction of the customers based on different criteria.
• Product feedback: You can create evaluation forms to collect feedback about the products and services.
• Call categorization: You can create evaluation forms to categorize calls based on different criteria.
• Call labelling: You can create evaluation forms to label calls based on different criteria.

How do evaluation forms work?

The evaluation form contains a set of blocks that can be arranged in a sequence similar to Google Forms.

Supported blocks

The following table lists the supported blocks that can be used in the evaluation forms:

Block type	Description
Heading	A heading block that can be used to group the questions.
Text	A text block that can be used to display instructions or descriptions.
Rating	A rating block that can be used to collect ratings.
Multiple choice	A multiple choice block that can be used to collect multiple choices.
Short answer	A short answer block that can be used to collect short answers.
Long answer	A long answer block that can be used to collect long answers.
Attachment	An attachment block that can be used to collect attachments.
Yes/No	A yes/no block that can be used to collect yes/no answers.
Date	A date block that can be used to collect dates.
Time	A time block that can be used to collect times.
Number	A number block that can be used to collect numbers.
Dropdown	A dropdown block that can be used to collect dropdown choices.
Scale	A scale block that can be used to collect scale ratings.
Divider	A divider block that can be used to separate the form.
Quote	A quote block that can be used to display quotes.
Link	A link block that can be used to display links.
Markdown	A markdown block that can be used to display markdown content.

How to create evaluation forms

To create a new evaluation form, you can follow these steps:

1. Navigate to the Evaluation forms section in the navigation bar.
2. Click the Create new evaluation form button.
3. Give your evaluation form a name and a description.
4. Add the blocks to the evaluation form.
5. Click the Save button.

How to publish & assign evaluation forms

To publish and assign an evaluation form, you can follow these steps:

1. Navigate to the Automations section in the navigation bar.
2. Click the Create new automation button.
3. Give your automation a name and a description.
4. Set the automation type to Post-call.
5. Set the conditions for the automation.
6. Select the Assign evaluation form action.
7. Select the evaluation form you want to assign.
8. Click the Save button.
9. In the automations list, toggle the automation on.
10. The evaluation form will now be assigned to the calls based on the conditions you set.