- Omni QM Guide Introduction
- Why We Created Omni QMTutorials
- Omni QM for Agents
- Omni QM for Supervisors
- Omni QM for Quality Evaluators
- Omni QM for AdminsReference
- QM Configuration
- Evaluation Forms
- Eval Home
- Eval Console
- Quality Score Widgets
- QM Reports
The Evaluation Form Editor comes with four out-of-the-box forms—one for each main service type (i.e., chat, email, inbound, and outbound). These forms may be connected to a service and used as is or they may be customized. Note that any changes made to the default forms will override their original state.
This article displays the default forms and provides an overview of the types of areas and questions found in each. Note that all default forms comprise shared evaluation areas.
The default chat form contains areas that focus on greetings, written language, procedures, and so forth. Example questions include, "Verified account information according to established processes," and "Efficiently identified correct resources needed to meet customer needs."
The default inbound form contains areas that focus on identification, communication, discovery, and so forth. Example questions include, "If unable to fulfill customer’s request, offered other options or alternatives," and, "Proposed related offerings during the call where appropriate."
The default outbound form contains areas that focus on offers, upselling, professional behavior, and so forth. Example questions include, "Qualified the prospect by asking direct questions," and, "Properly pronounced company offering names and trademarks."