QM Questionnaires Not Applicable

Overview

Eleveo’s Quality Management module offers five methods of calculating Not Applicable for questions that might not apply when conducting evaluations. To better understand how each of these methods differ, this document has been created to walk through how using one method might alter the outcome of an agent’s final score over another.

Audience

This document is intended for those who have purchased the Quality Management module and are responsible for transitioning their current evaluation forms into the Eleveo Workforce Optimization solution.

Calculation Examples

Below is an example form showing five (5) total questions spread between two (2) question sections. The N/A question within the second section highlights how selecting different methods impacts the overall score.

Calculation Descriptions

Additional Notes:

• Methods 1 – 4 are system settings and are universal.

  • Should one of these be preferred, all questionnaires will be subject to the calculation.

  • Methods 1 – 4 may be set by going to Administration, then Preferences and choosing from the drop-down menu entitled “Calculating method for non-applicable (N/A) answers:”.

• Method 5 may be selected at the questionnaire level, overriding the system setting.

• Methods 2 and 3 are not typically used for Questionnaires and not recommended.