Setting Questionnaire Properties

The properties selected in the questionnaire affect how answers are scored and their order in reviews.

Configuring Questionnaire Properties

You may configure questionnaire properties when you create or Edit a questionnaire:

1. Go to Questionnaires and click New to create a new empty questionnaire:  
   

   

2. The Choose Questionnaire Type dialog opens with the following options:
   

   

   • Quality Review: Preselected type by default. Use this option if you are adding a questionnaire for a Review. 
   • Quiz: Select this option if you are adding a questionnaire for a Quiz. 
   • Survey: Select this option if you want to add a questionnaire for a Survey. 
3. The new empty questionnaire opens. Name the questionnaire uniquely so it can be identified in the Questionnaire screen. Click Properties on the Questionnaire toolbar to open the Questionnaire Properties dialog.
   

   

4. The Questionnaire Properties window opens with the following sections. 
   

   

   
   
   1. Scoring System that appears in the review. The default scoring system is set to Percent. The following options are available:
      
      • Points: Each answer in reviews that are based on this questionnaire is assigned a point value (for example, 10). The questionnaire score is the sum of all selected answer points. To reduce the overall score answers can be assigned a negative point value (for example, -10).
      • Percent: Preset by default. Each question and answer section is assigned a percentage in reviews that are based on this questionnaire. The minimum percentage is 0% and the maximum is 100%. The final questionnaire percentage is the weighted average of the selected answers. You may include a question or a whole section of questions with 0 percent weight, e.g. for information tracking purposes without any impact on the score. 

      • Grades: Discontinued in V 6.

   2. Select the Sort Answers By method for displaying answers in reviews based on using this questionnaire. This option affects the order in which answers appear in the review to the reviewer. The following options are available: 
      • Manual: The order of answers has been changed by a user manually (using the drag & drop feature). See Adding Answers or Adding question groups in the questions and answers section of this guide.
      • Creation Time: Preset by default. Answers in the review are ordered based on the time they were entered into the questionnaire.
      • Weight - Ascending: Answers in the review are ordered based on the weight attributed to each answer in ascending order. 
      • Weight - Descending: Answers in the review are ordered based on the weight attributed to each answer in descending order. The highest weighted answer appears at the top and the lowest appears at the bottom, which is the reverse of the previous image.
   3. Within the Display Preferences you may choose which options will be visible on the Using the Review Report.
      
      • Include Internal Notes: Preset by default. Check/Uncheck the checkbox to make this option visible/invisible in the Review Detail Report. Internal Notes are visible only to users with the "Review - Score Agents" permission assigned.
      • Include Comments: Check/Uncheck the checkbox to make this option visible/invisible in the review Detail Report. This option is only available if Questionnaire type was selected as a review. 
      • Include All Possible Answers: Check/Uncheck the checkbox to make this option visible/invisible in the Review Detail Report.
      • Eco Printing: Check/Uncheck the checkbox to make this option visible/invisible in the Review Detail Report.

   4. The Scoring Tiers section is active on the Quality Review questionnaire form only when you have the Scoring Tier View or Scoring Tier Manage permission and Questionnaire Scoring System set as "Percent"(default). The following dropdowns are available:

      • Show to Agent: The option you set here will reflect how the scoring tier will be displayed in the Evaluation Detail report. Default option here is Exact Scores.

      • Show to Reviewers: This setting influences the scoring appearance in the Review and Conversation Review Forms. Exact Scores are preset by default. (Example above shows the option changed to Color Scores.)

   5. Enter a Weight (q) for Reports: The default weight is set to 1.00. The q option assigns a global weight for this questionnaire when the questionnaire is included in reports containing the final scores of multiple questionnaires. The available weight range is from 0.00 to 1.00. In all reports, the total score is calculated as a weighted average of the final scores of all questionnaires. 

      

      NOTE

      Each question and each question group is assigned a percentage weight in the overall questionnaire (the minimum percentage is 0% and the maximum is 100%). The sum of all questions in a section as well as all question sections in a questionnaire must be 100%. The final questionnaire grade is the weighted average of the selected answers for each question section.

   6. Reduce all: This option (only available for Quality Review type) allows you to set the whole questionnaire score reduction for both scoring systems Points or Percent. This answer can only be used once in a questionnaire and in a dedicated section without any other questions in that section. The percentage/points ratio and type of reduction (TO and BY) will be configurable per questionnaire in the Questionnaire Properties, under the Compliance Answer Preferences:

      • Reduce all by "x" % - this option will reduce the score of the whole questionnaire by a defined percentage - Example: In team "Sussex", the agent Harry is evaluated by team leader Meghan. He gets 84% or 84 points but fails the compliance question, so Meghan selects the answer that reduces his score by 50%. His final score is now 42% or 42 points respectively.
      • Reduce all to "x" % (if Scoring System is set to Percent) or Reduce all to "x" pts (if Scoring System is set to Points) - this option will set/adjust the score of the whole review to the predefined percentage/points score.
        • Example 1: In team "Cambridge", the agent William is evaluated by the team leader Kate. He gets 84% / 84 pts but fails the compliance question, so Kate selects the answer that reduces his score to 50% / 50 pts. His final score is now 50% / 50 pts.

        • Example 2: In team "Danube", the agent Thelma is evaluated by the team leader Wilma. Thelma gets 42% / 42 pts but fails the compliance question, so Wilma selects the answer that changes the score to 50% / 50 pts. The final score is now 50% / 50 pts.
          

          

          Reduce all to "x"

          When using Reduce all to "x" % – If the agent has a lower score than defined by this setting, it is possible that the final score will be higher as a result. E.g If the agent has a score of 42 and the properties of the Reduce all to 'x' are set at 50. The agent will have a final score of 50.

      • 

        Trainers Tips

        Anytime you select Reduce All as an option you must meet the following conditions:

        • The question needs to be in its own section with no other questions
        • The section can be weighted however you would like – even 0%
        • Question weighting must be 100% as it is the only question in the section

        If these 3 conditions are not met, the system will show an error message.

   7. Employee NPS®: This option (only available for the type Quiz in conjunction with the Points scoring system selected) enables the configuration of an Employee NPS survey. Read more about configuring Voice of the Employee.
5. Click OK to confirm your questionnaire properties.    
   
   

NOTE

The following options can be modified after the questionnaire is saved and used, without the need to change the questionnaire version:

• Sort Answers By
• Scoring Tiers
• Display Preferences
• Reduce all to/by

Changing the scoring system for a questionnaire after question sections or questions and answers are added causes inaccuracies. Review all weight values in the questionnaire to ensure accuracy after changing the scoring system.

Next, optionally change your call selection rules using Review Scheduler.