Edit an evaluation form

AI-generated summary

Genesys Cloud enables quality administrators to edit saved evaluation forms and create new forms based on published versions through the Quality Management module. Users with appropriate licensing (CX 1 WEM Add-on II, CX 2, CX 3, or CX 4) and quality administrator permissions can access evaluation forms via Menu > Conversation Intelligence > Quality Management > Evaluation Forms. Saved forms can be modified directly, while published forms cannot be edited but can serve as templates for new forms. The editing interface displays the last revision date as a version identifier and provides access to the current agreement score and most recently published version. When editing is complete, administrators can save changes and optionally publish the form; if policies reference the form, new interactions will use the updated published version. A known limitation exists where dates and times in quality management views do not currently display in the standard format for the Arabic dialect, with resolution planned for a future release. The Scaled Scoring feature restores previous weight values when re-enabled, or defaults all weights to 1 if no prior values exist.

PrerequisitesClick to expand

Genesys Cloud stores saved and published versions of your evaluation forms. You can edit any saved evaluation form, but you cannot edit a published evaluation form. However, you can create a new evaluation form based on the last published version.

Note: Dates and times in quality management views do not currently appear in the standard format for the Arabic dialect. On a future date, Genesys Cloud will amend this limitation.

Use the same process to edit a saved evaluation form or create a new evaluation form based on the last published version.

Click Admin.
Under Quality, click Evaluation Forms.
Click Menu > Conversation Intelligence > Quality Management > Evaluation Forms.
Click the name of an evaluation form. The saved evaluation form or a copy of the most recently published evaluation form opens in the editor. The form includes the date and time of the last revision date. This information represents the forms version ID.
To begin the edit process, click the form. For more information about each field and option, see Create and publish an evaluation form.
When you finish the edits, click Save.
(Optional) Click Publish. If policies use this form, then new interactions use the new published version.

The Evaluation Form EditorClick to expand

Note:

If you edit an evaluation with Scaled Scoring off enabled and you turn it back on, previous weight values are restored. If no previous weight values exist, all weights are set to 1.
When editing an evaluation form, you can view the current agreement score (as shown in the image below) and access the most recently published version directly from the editor.

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Edit an evaluation form

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