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Updated on 28 May 2025
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Document Number	Revision Number	Revision Date

Usage	Description
AQM	Conducting QM includes creating forms, issuing evaluations from conversation details, or creating assignments to manage better evaluator workload and create automatic assignments for question types that can be easily evaluated by CA. An evaluation form can include both automatic questions (marked by CA) and manual questions (marked by the evaluator). The form creator can insert rules, normalize form scores, define reasons for questions, and review the form before publishing it. After creating a form, the evaluator can directly select a conversation from the conversations screen and evaluate it using the corresponding form. Another way to conduct evaluations is creating assignments. Assignments help organizations selecting more relevant conversations instead of using haphazard sampling by filtering conversations with categories. Assignments can be created and assigned to multiple evaluators. The evaluation performance of the evaluators and the performance of the agents are shown on the AQM dashboard and Evaluation Results page. Automatic assignments can also be created using forms that include only automatic questions. Automatic assignments evaluate every conversation in the selected department or agent list. Their results can be viewed on the Evaluation Results page and reflected on the dashboards.

Usage

Description

AQM

Conducting QM includes creating forms, issuing evaluations from conversation details, or creating assignments to manage better evaluator workload and create automatic assignments for question types that can be easily evaluated by CA. An evaluation form can include both automatic questions (marked by CA) and manual questions (marked by the evaluator). The form creator can insert rules, normalize form scores, define reasons for questions, and review the form before publishing it. After creating a form, the evaluator can directly select a conversation from the conversations screen and evaluate it using the corresponding form. Another way to conduct evaluations is creating assignments. Assignments help organizations selecting more relevant conversations instead of using haphazard sampling by filtering conversations with categories. Assignments can be created and assigned to multiple evaluators. The evaluation performance of the evaluators and the performance of the agents are shown on the AQM dashboard and Evaluation Results page. Automatic assignments can also be created using forms that include only automatic questions. Automatic assignments evaluate every conversation in the selected department or agent list. Their results can be viewed on the Evaluation Results page and reflected on the dashboards.

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