Forms Manager
The Forms Manager is used to create forms for users to fill in after they have reviewed calls or participated in coaching sessions. After a form is filled out, SpeechMiner automatically analyzes it and extrapolates an overall score from the user's answers to the questions it contains. The system can also generate statistical analyses from collections of filled-in forms (see QM Agent Summary). For example, you can see the average score of a particular type of form.
Forms can contain multiple questions of various types, including yes-no questions, multiple-choice questions, and questions requiring free-text responses. Each question can be either required or optional, and questions can be grouped. Conditional forms, which are incorporated into other forms only when certain conditions are met, can also be defined.
The system has two Forms Managers, one for the Quality Monitoring system and one for the Coaching system. Both managers work in the same way, which is described in this section. The only exception is that the Coaching system does not support conditional forms. For information on filling in forms after listening to calls, see Filling in Forms; for information about filling in forms after taking part in coaching sessions, see Taking Part in a Session.
To open the Forms Manager:
- For the Quality-Monitoring system: In the Main Menu, in the Quality dropdown menu, select Forms Manager.
- For the Coaching system: In the Main Menu, in the Coaching dropdown menu, select Forms Manager.
The Forms Manager lists all of the forms that exist in the system, divided into two groups: general forms and conditional forms.
Using the Forms Manager
Creating a New Form
Each form has a name, optional description, notes, and a list of questions. The questions can be grouped, and multiple-choice questions can have numbered or textual answers. In addition, each question can be defined as required or optional, and Yes/No and multiple-choice questions can be assigned weights.
The weight of each question is used to calculate the overall score of the form when a user fills it in. For example, a form could contain three questions, one in which the user is asked to rate the agent's handling of the caller, a second in which the user is asked to rate how difficult the caller was to handle, and a third in which the user is asked to type comments. The first two questions could be required, while the third was optional. Users would not be able to save the form if they did not answer the first two questions, but they could leave the third blank if they chose. The first two questions could be weighted 65% and 35% respectively, and the overall score on the form would be calculated based on these weights.
Two types of multiple-choice questions are supported. Standard multiple-choice questions with 3, 5, 7 or 10 options only permit one answer to be selected; Multiple-Response questions, can offer between two and ten options, and the user can select as many of them as they wish. Multiple-Response questions cannot be assigned weights; normally, their weight is "0%." However, any or all of their answers can be marked "auto-fail." If the user selects an auto-fail answer, the weight of the question become 100%, and the score of the entire form becomes "0." That is, the auto-fail option can be used to override the scores of all the other questions on the form.
In a form, answers to standard multiple-choice questions are arranged horizontally in a row and have round checkboxes, while answers to Multiple-Response questions are arranged vertically and have square checkboxes. Auto-fail questions appear in the form in red with an asterisk (*) beside them.
Two types of forms are supported by the system:
- General forms—Stand-alone forms that contain questions that are relevant to all types of calls or coaching sessions
- Conditional forms—Forms that contain additional questions and are automatically added to general forms when a call belongs to specified Categories (Quality-Monitoring only; not available for Coaching forms)
Forms and their contents are automatically saved in the system as you design them. New forms are inactive until you activate them. Users can only see and fill in active forms.
A form can be selected as the default for one or more Programs. When it is, and it is active, it appears at the top of the list of forms available to users when they are reviewing calls from the selected Programs. Users can still select other forms to fill out if they need to do so.
The first step in creating a new form is opening a blank form. When the blank form is opened, it contains no questions and is not active. However, it is automatically saved in the system. If you choose to display inactive forms in the Forms List, it will appear there, even if you do not add any questions to it.
To create a blank form:
- In the Forms Manager screen, click New. The New Form dialog box opens.
- Fill in the fields as follows:
Field Description Name Type a name for the form. Description Type a description for the form (optional). Note Add additional notes as necessary (optional). Type Select the type of form (General or Conditional). Note: This field is not available for Coaching forms, whose type is automatically set to Coaching.
- Click Save. The Form Designer opens and displays a blank form. 1000px
The following types of questions can be added to a form:
- Yes/No: Questions that should be answered with either yes or no.
- Multiple Choice (3): Multiple choice questions with three possible answers (the user can select no more than one answer)
- Multiple Choice (5): Multiple choice questions with five possible answers (the user can select no more than one answer)
- Multiple Choice (7): Multiple choice questions with seven possible answers (the user can select no more than one answer)
- Multiple Choice (10): Multiple choice questions with ten possible answers (the user can select no more than one answer)
- Free Text: Questions that are answered by typing in free text
- Multiple Response: Multiple choice questions with between 2 and ten possible answers that allow the user to select as many answers as they wish
Adding a Question to a Form
You can add questions to a form as necessary. The questions are added at the end of the form. You can move them to other locations at any time.
To add a question to a form:
- At the lower left of the Form Designer, click the type of question you want to add. A blank question of the selected type is added to the form. It is automatically added at the bottom of the form, and included in the last group in the form. The first question inserted into a blank form is included in the default group, which is initially called New Group. For information about changing the name of a group.
- Click Insert question title to modify the question title. The title becomes a text field.
- Edit the title and then click Save to save the new title.
- Click Insert question text to modify the question text. The text becomes a text field.
- Edit the text and then click Save to save the new text.
- If the question is required, select the Required checkbox.
- For multiple-choice and Multiple-Response questions, if you want to replace the default numbers with text, edit the answers as explained below.
Editing Multiple-Choice Answers
When you add a multiple-choice or Multiple-Response question to a form, each of the possible answers is assigned a number. You can replace the numbers with text as necessary.
To edit multiple-choice or Multiple-Response answers:
- Below the answers, click Edit answers. A text box opens, and displays each of the answers on a separate line.
- Edit each line as necessary.
- For Multiple-Response questions, mark all auto-fail answers with {x}. (They are displayed in the form with an asterisk after them.)
- Click Save. The edited answers replace the default numbers.
file:Sm_editmultiplechoice.png
file:Sm_editmulitplechoice2.png
file:Sm_editmulitplechoice3.png
Moving Questions within a Form
New questions are automatically added at the end of the form. You can move them to other locations in the form as required.
To move a question to a different location:
- Drag the file:Smicon_moveicon.png icon that appears to the left of the question title. The question moves up or down in the form as you drag it. Release your mouse button to drop the question when it is in its intended location.
All of the questions in a form are included in question groups. When you add the first question to a form, a default group, called New Group, is automatically added to the form, and the question is included in it. You can change the name of a question group, add additional question groups, and rearrange existing question groups as required. The system can analyze the responses for each group separately in the QM Agent Summary report.
Changing the Name of a Question Group
You can change the name of any question group in the form.
To change the name of a question group:
- Click the name of the group. The name becomes a text field.
- Edit the name.
- Click Save to save the new name.
Adding Question Groups to a Form
You can add question groups to a form as necessary. For example, you could have one group of questions call "Caller" containing questions about the caller and another group called "Agent" containing questions about how the agent handled the call. Questions can be moved from one group to another as necessary.
To add a question group to a form:
- At the top of the form, click Add group. A new group is added at the bottom of the form.
Changing the Order of Question Groups in a Form
You can move existing question groups up or down in a form.
To move a question group up or down in a form:
- In the upper right corner of the group, click file:Smicon_moveup.png to move the group up or file:Smicon_movedown.png to move it down.
Weights are assigned to Yes/No and multiple-choice questions in a form. The weights indicate the relative importance of each question, and are used by the system to calculate the score of the form when it is filled in by a user. The sum of all the weights in a form must be 100%. The Forms Designer shows the current sum of the weights in the left column under Total Weight. A form cannot be activated if the sum of the weights is not 100%. You can modify the weights assigned to questions in one of two ways:
- Automatically, by assigning equal weights to all questions
- Manually, by editing the weights of individual questions
Default Weights for Available Answers
As shown in the following table, each answer has a default weight value:
| Question Type | Possible Answers and Corresponding Default Weights (%) | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | |
|
Two Answers |
0.5 |
1 |
||||||||
|
Three Answers |
0.33 |
0.67 |
1 |
|||||||
|
Four Answers |
0.25 |
0.5 |
0.75 |
1 |
||||||
|
Five Answers |
0.2 |
0.4 |
0.5 |
0.8 |
1 |
|||||
|
Six Answers |
0.17 |
0.33 |
0.5 |
0.67 |
0.83 |
1 |
||||
|
Seven Answers |
0.14 |
0.28 |
0.43 |
0.57 |
0.71 |
0.86 |
1 |
|||
|
Eight Answers |
0.125 |
0.25 |
0.375 |
0.5 |
0.625 |
0.75 |
0.875 |
1 |
||
|
Nine Answers |
0.11 |
0.22 |
0.33 |
0.44 |
0.55 |
0.66 |
0.77 |
0.88 |
1 |
|
|
Ten Answers |
0.1 |
0.2 |
0.3 |
0.4 |
0.5 |
0.6 |
0.7 |
0.8 |
0.9 |
1 |
In addition, the default values of questions that enable you to select more than one answer is 0 for each answer.
Automatically Assigning Weights to Questions
You can assign equal weights to all of the Yes/No and multiple-choice questions in a form.
To assign equal weights to all of the questions in a form:
- In the left column of the Forms Designer, under Total Weight, click Rebalance Weights. You are prompted to confirm that you want to rebalance the weights.
- Click Yes. The weights of all the questions are reset such that they all are equal and the total is 100%.
Manually Editing Weights
You can manually modify the weight of any Yes/No or multiple-choice question in a form.
To manually edit the weight of a question:
- In the upper-right corner of the question area, click the weight. The weight becomes a text field.
- Edit the weight as necessary.
- Click Save. The weight is updated.
As you add questions and question groups to a form, you may want to see how the form would look to users. To do this, you can open a preview of the current form in a separate window. In the preview window, you can collapse question groups if you wish. To see a preview of the form that is open in the Form Designer:
- In the upper-left corner of the Form Designer, click Preview. A window opens and displays the form as it would look to users.
- Click the name of the group.
The changes you make to a form as you design it are automatically saved in the system. During the design process, you can close the form at any time, and the changes you made to it are saved. You can edit it later to continue the design process. While a form is being designed, it is not active, and is not available to users. When you want to make a form available to users, you must activate it. Furthermore, many form-editing features are not available when a form is active. For example, you must deactivate it to change the locations of questions and question groups. You can select a Program default for a form. When you do so, the form appears at the top of the user's list of available forms when a call from the selected program is being reviewed.
Activating a Form
While you are designing a form, it is deactivated. When you have finished designing a form, you can activate it. Once the form is activated, it appears in the list of forms available to users. In addition, you can only choose the conditions for a Conditional form after it is activated. The activation status of a form appears on the left side of the Form Designer, under Is Active.
To activate a form:
- On the left side of the Form Designer, under Is Active, click Activate.
Closing the Form Designer
You can close the Form Designer at any time. Changes you have made to the current form are automatically saved when you close the Form Designer.
To close the Form Designer:
- At the upper-right of the screen, click Back to Forms Manager.
Selecting Default Programs for a Form
Once a Quality-Monitoring form is activated, you can select Programs for which it is the default form if you wish. When users open the list of forms for calls belonging to these Programs, the form appears at the top of the list of available forms.
To select Programs for which a form is the default:
- In the Forms Manager, under Actions, select Programs 15px. A Program-selector dialog box opens.
- Select the Programs for which you want the form to be the default.
- Click Save. The form becomes the default for the selected Programs.
Selecting the Conditions for a Conditional Form
Once a Conditional form is activated, you can select Categories for which it is to be used. When a user opens a general form for a call that belongs to any of these Categories, the Conditional form is added to the general form.
To select Categories for which a conditional form should be used:
Managing Forms
Existing forms can be edited, activated, deactivated, or deleted. In addition, in the Quality-Monitoring system, the Programs for which a form is the default, and the Categories associated with a Conditional form, can be modified.
Copies of existing forms can also be created as necessary. This can be useful when a new form is required that is similar to an existing form. The copy can be edited as necessary after it is created.
You can edit any of the items in a form. Note, however, that some items can only be edited when a form is deactivated, as explained below. To edit a form:
- In the Forms Manager, under Actions, select Edit 20px. The form opens in the Form Designer.
- To modify the form's name, description, or notes, the name of a question group, the title, text, or weight of a question, click the text. The text becomes a text field. Edit the text field as required, and then click Save.
Forms are only available to users when they are activate. Many editing features are only available for deactivated forms. The following items can be edited without deactivating a form:
- Name
- Description
- Notes
- Question-group names
- Question titles
- Question text
- Locations of questions and question-groups
- Text of answers to multiple-choice questions
- Required status
- Weight
- In the list of forms, select the checkbox to the left of each form you want to activate or deactivate.
- At the top of the list, click Batch Actions, and then, in the dropdown menu, select Activate or Deactivate.
- On the left side of the Form Designer, under Is Active, select Activate or Deactivate.
In the Forms Manager, you can delete forms individually or in a batch. To delete a single form:
- In the list of forms in the Forms Manager, under Actions, select Delete 20px. You are prompted to confirm you want to delete the form.
- Select Yes. The form is deleted.
- In the Forms Manager, select the check box to the left of each form you want to delete.
- At the top of the list, click Batch Actions, and then, in the drop down menu, select Delete. You are prompted to confirm that you want to delete the selected forms.
- Click OK. The selected forms are deleted.
You can modify the list of Programs for which a Quality-Monitoring form is the default. To modify the list of Programs for which a form is the default:
- In the list of forms in the Forms Manager, under Actions, select Programs 15px. A Program-selector dialog box opens, with the current selections selected.
- Modify the selections as necessary.
- Click Save. The changes are saved.
You can modify the list of Categories associated with a Conditional form. To modify the list of Categories associated with a Conditional form:
- In the list of conditional forms in the Forms Manager, under Actions, select Categories 15px. A Category-selector dialog box opens, with the current selections selected.
- Modify the selections as necessary.
- Click Save. The changes are saved.
You can make a copy of any active form. Once you have done so, you can edit the copy as necessary to create a new form. To copy an existing form:
- In the list of forms in the Forms Manager, under Actions, select Copy 15px. You are prompted to give a name to the new form.
- Enter a name for the form, and then click OK. The copy is created and appears in the list. (The copy is not activated, and only appears in the list if View inactive is selected.)
Columns in the Forms List
The Forms List contains the following columns:
| Column | Description |
|---|---|
| Name | The name of the form |
| Description | The description of the queue |
| Creator | The name of the user who created the form |
| Created | The date and time at which the form was created |
| Modified | The date and time at which the form was last modified |
| Calls | The number of calls for which the form has been filled in |
| Active | The status of the form: file:Snicon_check.png Active form - available for users to fill in Note: Inactive forms are only visible when View Inactive is selected at the top of the list. |
| Actions | Click one of the links to select an action (see Managing Forms). |
Sorting the Columns
You can sort the rows of the Forms List by any of the columns (except the Actions column).
To sort the list by a column:
- Click the column heading. (To reverse the sort order, click the column heading again.)