Create and publish an evaluation form

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Genesys Cloud enables users to create and publish evaluation forms through the Quality Management module to measure script adherence, compliance with business practices, customer satisfaction, and other business benchmarks. The feature requires Genesys Cloud CX 1 WEM Add-on II, CX 2, CX 3, or CX 4 licensing and Quality administrator permissions. Evaluation forms operate within specific structural constraints: form names support up to with a maximum of 200 questions per form, question group names up to question text up to maximum 10 topics for evaluation assistance conditions, and up to 50 questions with AI scoring capability. Users create forms by navigating to Menu > Conversation Intelligence > Quality Management > Evaluation Forms and selecting either standard Evaluation Form or Agent Auto-Evaluation type. Forms are organized into question groups that categorize related questions and can be assigned to specific divisions. The platform supports multiple question types including multiple-choice, multi-select, range, and yes/no formats, each with configurable automation and scoring options. Multiple-choice questions allow respondents to select a single answer from a list with three automation options: No Automation (human review), AI Scoring (automated AI review), or Evaluation Assistance (automated using Speech and Text Analytics topics). Multi-select questions allow respondents to choose multiple options from up to 20 predefined choices and support only Evaluation Assistance automation. Range questions prompt respondents to select a numeric answer within a customizable scale. All question types support optional help text displayed as tooltips and can be saved as reusable templates. Configuration options include N/A enablement for question groups, default answer assignment (highest/lowest scoring, user-defined, or N/A), and conditional display criteria for question groups. Administrators can assign point values to answers, with correct answers typically valued at one and incorrect answers at zero. Optional features include required comments, critical and fatal question designations that enforce specific evaluation outcomes, and conditional question display. Evaluation focus can be set to analyze either the full interaction or only portions where the evaluated agent was present. Automated scoring functionality allows Genesys Cloud to pre-fill evaluation forms based on configured preferences through three methods: No Automation, AI Scoring, or Evaluation Assistance. Evaluation Assistance Conditions enable automatic form completion based on detected speech and text analytics topics, with limitations allowing only one condition per question. The form builder includes visual indicators for N/A enabled status, required comments, critical questions, fatal questions, conditional display logic, evaluation assistance, and AI scoring capabilities. Users must save an evaluation form before the Publish Form button becomes available, with a Preview Form option available to review forms before publication. A key limitation is that division assignments cannot be modified after an evaluation form is published; users must create a new form version if they need to use a different division. The form builder requires all groups and questions to be properly configured before saving, indicated by red border validation markers, and forms must be published before assignment to quality evaluators

PrerequisitesClick to expand

Evaluation forms measure script adherence, compliance with business practices, customer satisfaction, or other business benchmarks.

When you create an evaluation form, consider the following evaluation form limits.

Form name: 250 characters
Form max question count: 200 questions
Question group name: 250 characters
Question text length: 500 characters
Evaluation assistance condition: A maximum of 10 topics total for one answer
Limit for questions with AI scoring: 50

When you create an evaluation form, one or more of the following icons appear:

Evaluation form iconsClick to expand

Icon	Description
	N/A enabled
	Comments required
	Critical question
	Fatal question
	Display conditionally
	Evaluation assistance
	AI scoring

Create the evaluation form

Click Admin.
Under Quality, click Evaluation Forms.
Click Menu > Conversation Intelligence > Quality Management > Evaluation Forms.
Click Create.
Select either Evaluation Form or Agent Auto-Evaluation for types.
For more information about the Agent Auto-Evaluation form type, see Agent auto complete form type
In the Evaluation Form Name field, enter a name for the evaluation form.
In the Division list, select the division to associate with the evaluation form.
Note: An evaluation form can belong to only one division. You can select only divisions for which you have the appropriate permissions. Evaluation forms created before division support was introduced are assigned to Unassigned.
In the Question Group Name field, enter a name for the first question group. A question group is a label that categorizes a set of questions, for example, Product Knowledge.
Note: When you begin to create the first group, an evaluation form table of contents appears under the Content tab. This table of contents extends as you add more questions and groups to your evaluation form.
(Optional) Select the Scoring tab on the right side of the screen, and turn on the Scaled Scoring On option. If scaled scoring is enabled, in the Group Score Scaling Factor field under the Question Group Name, assign a numeric weighting factor for the question group.
Note: You can add a group and answer score directly in the group and answer itself. You can also add or change a group and answer score from the Score tab in the right side of the screen. For more information about weights, see Evaluation form weights.
In the Question Group Properties area, select the following options:
- N/A Enabled Question Group: This option allows evaluators to select N/A (not applicable), which skips all questions in the group.
- Answers Default To: This option specifies whether you assign answers to the highest scoring answer, lowest scoring, user-defined option or N/A by default. For multiple-select questions in this group, selecting the highest or lowest scoring option automatically selects all applicable options. The “N/A” choice has no impact.
  Note: If you select either the lowest or highest scoring and N/A options, the default selection is the N/A option for a question that has N/A as an answer.
- Display Conditionally: This option allows you to set criteria for whether this question group is shown.
Select Add Question and select one of the following question types. By default, you can insert a multi select, multiple choice, range, or yes/no question. If they are available, then you can insert custom question types.

Add questions to the evaluation form

Notes:

At each question, you can set automated scoring. If you set automated scoring, Genesys Cloud automatically pre-fills the evaluation form based on your preferences you have set. You have three options to choose from: No Automation, AI Scoring, and Evaluation Assistance.
For multiple-select questions, only evaluation assistance is supported.

For more information, see Automated scoring options in evaluation forms.

Add a multiple-choice questionClick to expand

A multiple-choice question allows the respondent to select a single answer from a list of choices.

From the Add Question list, select Multiple Choice.
In the Question field, enter the question name.
In the Help Text field (optional), add explanatory text about the question. In the evaluation form, the explanatory text appears as a tooltip.
- To preview the explanatory text, click Preview Form Off and then move your cursor over the question mark.
- To return to edit mode, click Preview Form On.
(Optional) Set up automated scoring:
- No Automation: Question is reviewed and answered by a human user.
- AI Scoring: Automated question that is reviewed and answered by an AI model.
- Evaluation Assistance: Automated question that uses Speech and Text Analytics topics select the answer.
Set up evaluation focus:
- Full Interaction: Uses the entire interaction transcript to answer the question.
- Evaluated Agent: Uses only the portions of the transcript where the evaluated agent was present.
Enter an answer in each of the fields provided. Click +Add Answer to add another answer to the multiple-choice question.
Add numeric values to the Points box. Generally, correct answers have a value of one. Incorrect answers have a value of zero.
(Optional) Click +Add Evaluation Assistance Condition.
Note: To direct the system to complete evaluation forms automatically, based on what speech and text analytics detects throughout the interaction, select the Add Evaluation Assistance Condition option. For more information, see Automated scoring options in evaluation forms.
(Optional) Select one or more of the following options.
- Add N/A as an Answer: In the evaluation form, an N/A check box appears. If the respondent selects N/A, then other choices in the question are cleared and unavailable.
- Require Additional Comments: This selection requires a respondent to add comments after an answer.
- Display This Question Conditionally: This option allows you to set criteria for whether this question is shown.
- Fataland Critical: The Critical and Fatal check boxes work together.
  Note: A critical question requires the respondent to select one of only two possible answers. Assign to the correct answer a value of one. Assign the incorrect answer to a value of zero. If the respondent selects the incorrect answer and the question is a Fatal, when an evaluator scores the evaluation, the fail result is assigned. To select Fatal, first select Critical.
To delete an answer, select the answer and click Trash .
To reuse this question on other forms, click Save As Template. Add a descriptive name in the Template Name field and then click Save.
To add the exact question to your question favorites list, select Make this a favorite template.
To complete the question, click Done.

Add a range questionClick to expand

A range question prompts the respondent to select a single numeric answer, for example, to rank agent performance from 1 to 5. You can customize the answer to display any numeric or string choice, and you can configure the score for each answer.

In the Question field, enter the question name.
In the Help Text field (optional), add explanatory text about the question. In the evaluation form, the explanatory text appears as a tooltip.
- To preview the explanatory text, click Preview Form Off and then move your cursor over the question mark.
- To return to edit mode, click Preview Form On.
(Optional) Set up automated scoring:
- No Automation: Question is reviewed and answered by a human user.
- AI Scoring: Automated question that is reviewed and answered by an AI model.
- Evaluation Assistance: Automated question that uses Speech and Text Analytics topics select the answer.
Set up evaluation focus:
- Full Interaction: Uses the entire interaction transcript to answer the question.
- Evaluated Agent: Uses only the portions of the transcript where the evaluated agent was present.
Enter an answer in each of the fields provided. Click +Add Answer to add another answer to the multiple-choice question.
Add numeric values to the Points box. Generally, correct answers have a value of one. Incorrect answers have a value of zero.
(Optional) Click the +Add Evaluation Assistance Condition.
Note: To direct the system to complete evaluation forms automatically, based on what speech and text analytics detects throughout the interaction, select the Add Evaluation Assistance Condition option. For more information, Automated scoring options in evaluation forms.
(Optional) Select one or more of the following options.
- Add N/A as an Answer: In the evaluation form, an N/A check box appears. If the respondent selects N/A, then other choices in the question are cleared and unavailable.
- Require Additional Comments: This selection requires a respondent to add comments after an answer.
- Display This Question Conditionally: This option allows you to set criteria for whether this question is shown.
- Fatal and Critical: The Critical and Fatal check boxes work together.
  Note: A critical question requires the respondent to select one of only two possible answers. Assign the correct answer to a value of one. Assign the incorrect answer to a value of zero. If the respondent selects the incorrect answer and the question is a Fatal, when an evaluator scores the evaluation, the fail result is assigned. To select Fatal, first select Critical.
To delete an answer, select the answer and click Trash .
To reuse this question on other forms, click Save As Template. Add a descriptive name in the Template Name field and click Save.
To add the exact question to your question favorites list, select Make this a favorite template.
To complete the question, click Done.

Add a Yes or No questionClick to expand

A yes/no question prompts the respondent for one answer.

In the Question field, enter the question name.
In the Help Text field (optional), add explanatory text about the question. In the evaluation form, the explanatory text appears as a tooltip.
- To preview the explanatory text, click Preview Form Off in the right corner of the screen. Move your cursor over the question mark.
- To return to edit mode, click Preview Form On.
(Optional) Set up automated scoring:
- No Automation: Question is reviewed and answered by a human user.
- AI Scoring: Automated question that is reviewed and answered by an AI model.
- Evaluation Assistance: Automated question that uses Speech and Text Analytics topics select the answer.
Set up evaluation focus:
- Full Interaction: Uses the entire interaction transcript to answer the question.
- Evaluated Agent: Uses only the portions of the transcript where the evaluated agent was present.
Enter an answer in each of the fields provided. Click +Add Answer to add another answer to the multiple-choice question.
Add numeric values to the Points box. Generally, correct answers have a value of one. Incorrect answers have a value of zero.
(Optional) Click the +Add Evaluation Assistance Condition.
Note: An evaluation assistance condition can only be configured for one answer per question. To direct the system to complete evaluation forms automatically, based on what speech and text analytics detects throughout the interaction, select the Add Evaluation Assistance Condition option. For more information, seeAutomated scoring options in evaluation forms.
(Optional) Select one or more of the following options.
- Add N/A as an Answer: In the evaluation form, an N/A check box appears. If the respondent selects N/A, then other choices in the question are cleared and unavailable.
- Require Additional Comments: This selection requires a respondent to add comments after an answer.
- Display This Question Conditionally: This option allows you to set criteria for whether this question is shown.
- Fataland Critical: The Critical and Fatal check boxes work together.
  Note: A critical question requires the respondent to select one of only two possible answers. Assign the correct answer to a value of one. Assign the incorrect answer to a value of zero. If the respondent selects the incorrect answer and the question is a Fatal, when an evaluator scores the evaluation, the fail result is assigned. To select Fatal, first select Critical.
To delete an answer, select the answer and click Trash .
To reuse this question on other forms, click Save As Template. Add a descriptive name in the Template Name field and click Save.
To add the exact question to your question favorites list, select Make this a favorite template.
To complete the question, click Done.

Add a multi-select questionClick to expand

Use a multi-select question to allow respondents to choose more than one option from a predefined list.

Enter the question name in the Question field.
(Optional) In the Help Text field, add explanatory text. This help text appears as a tooltip in the evaluation form.
- To preview the tooltip, click Preview Form Off, then hover over the question mark icon.
- To return to edit mode, click Preview Form On.
Add and configure multiple select options:
1. Click + Add Option to inset more options (maximum 20).
2. To remove an option, click the Trash icon associated with the specific option. Each question must have at least one option.
3. To reorder options, click the arrow icons.
4. Add a label to each option.
5. Assign point values in the Points box for each option.
6. (Optional) Fatal / Critical:
  - Select Critical to restrict responses to two choices, with one being correct (value = 1) and the other incorrect (value = 0).
  - If the option is labeled as Fatal, and the respondent does not select the option, the evaluation is marked as a failure.
  - To enable Fatal, Critical must be selected first.
7. (Optional) Click + Add Evaluation Assistance Condition to configure automatic scoring based on speech and text analytics.
  Note: For more details, see Automated scoring options in evaluation forms.
(Optional) Display This Question Conditionally – Sets conditions to determine when this question appears in the evaluation form.
(Optional) To reuse this question in other forms:
- Click Save As Template, enter a Template Name, and click Save.
- To add the question to your favorites list, select Make this a favorite template.
Click Done to save and preview the question. Changes are not saved until you click Done.

Note: In preview mode, multiple-select questions behave differently from multiple-choice questions. The form builder can interact with the drop-down, expand it, and select any of the configured options. However, when you close the list, Genesys Cloud does not retain your selections.

Complete evaluation form configuration

To add another question to this question group, click Add Question.
To add a new question group, click the name of the current question group and then click Add Question Group.
Use the arrows next to the question group name to move the question group.
Note: To move a question group, all of its answers must be complete.
When you finish adding groups and questions, click Save.
Note: If you do not configure a group or question properly, a red border appears around it. The Save button is not available until you properly configure all groups and questions.
Click Publish Form.
Note: You cannot assign a form to quality evaluators until you publish the form. The Publish Form button is not available until you click Save.
(Optional) Click Preview Form On to preview the form.

Note: After an evaluation form is published, you cannot change its division. To use a different division, create a new version of the form before publishing.

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