Evaluation forms, from a blank page to a rule — Learn it in 5 minutes

About five minutes of reading

A form can be filled by a person, by a category, or by a model. Activation is still your step.

You can create a form from a sample, from a PDF of at most 2 MB, from a blank form, or from JSON exported by another instance. The create permission named on the page is Analytics and Optimization - Evaluation forms - manage form definitions - Create. Sections and questions can carry weights.

Automation can answer questions from contact categories or from a model that reads the question title, the instructions, and the transcript. Fully automated submission has to be turned on before you activate the form. Activation then asks you to create a rule that chooses which contacts get that form.

• Sample forms cover agent-handled and self-service interactions.
• The page names five outcome metrics on sample forms: customer satisfaction, churn propensity, successful sale, and full or partial self-service success.
• A PDF import comes back as a draft, typically within one minute, for you to review.
• You can save a draft and leave. Activation is a later step, after preview and validation.

Number on this page: PDF 2 MB. Maximum file when importing a form