Calculates and displays the score of the form. It also calculates the score of each section, category, and question. If Rating is defined for this form in the Form Designer, it calculates the Rating value in the Summary area.

In addition, pointing to the Calculate score icon displays the form maximum score.

Clicking this option does not save any data in the database.

If the form you are viewing has already been submitted, the Calculate score icon is unavailable.

Deletes a saved or submitted evaluation/assessment (including automated and partially automated evaluations).

You can delete evaluations/assessments filled by you or by other users, depending on your privileges.

This action deletes all the evaluation/assessment data from the system. You cannot search for it, nor view it in Reports or in any of the evaluations/assessments predefined views.

After a form is deleted, the new form that displayed is either the default form or the first form in the Form list. Default forms are configured in your Preferences.

Downloads an evaluation/assessment in HTML or accessible PDF format (if enabled in your environment) to your local computer or to a network drive.

Clicking this icon displays a list of fields from which you can select the ones to include in the downloaded form (depending on your privileges).

Enables editing a submitted evaluation/assessment.

You can edit evaluations/assessments filled by you or by other users, depending on your privileges.

Updated evaluation data is reflected in all future reports. If the evaluation was forwarded to the employee, the employee can see the updated information but no notification on the update is sent to the employee.

Opens a list of flags that are assigned to this evaluation. You can assign new flags or unassign existing flags from the evaluation, depending on your assigned privileges.

Flags can be assigned to submitted evaluations only.

The flags displayed are assigned to your group and role in the Assignment Manager application.

The number of currently assigned flags is displayed next to the icon.

• Evaluation in progress: The evaluation is currently in progress and is not yet submitted.

• Evaluation submitted: The evaluation was submitted but was not sent for review.

• Waiting for review: The evaluation was submitted and is waiting for review.

• Accepted: The submitted evaluation was reviewed and accepted.

• Disputed: One or more answers in the evaluation are disputed and pending review.

• Resolved: All disputed answers in the form were reviewed and resolved.

Expands/collapses an entire form, where all the components of the form in the fill-out area are expanded/collapsed.

If Collapsed Form Mode is enabled in your Preferences, Expand/Collapse all is unavailable.

If Collapsed Form Mode is not enabled, to improve form performance, it is recommended that you collapse any form components that you are not currently working on.

Displays a list of forms available for evaluating/assessing the current interaction/contact.

The list includes:

• Forms that have not been filled already by you for this interaction/contact, and are assigned to your group and role in the Assignment Manager application

• Staged forms: If you have the privilege to view staged forms.

• Recent: The last five (or less) forms you used, in chronological order starting with the most recent form. The form used for the current interaction or contact is not included in the list.

The name of the form is disabled while filling out a form, and for a submitted form.

In addition, once a form is submitted, it is no longer displayed in the Form list and can be accessed by using the Open option.

Displays the maximum score that can be achieved for the form. This field is displayed if a maximum score is defined for this form in the Form Designer.

The maximum score is displayed by pointing to the Calculate score icon.

This field is only displayed if you are assigned privileges to view it in the User Management application.

Clears the form you are currently editing and displays a new empty form.

The new form displayed is either the default form or the first form in the Form list. Default forms are configured in your Preferences.

The new form name is enabled.

If all the available forms have already been submitted for the current interaction/contact, the New option is unavailable.

Opens a list of submitted or draft (saved) evaluation/assessment that were previously filled out for the current interaction/contact. If no previous evaluations/assessments exist, this option is unavailable.

Depending on your privileges assigned to you in the User Management application, the list includes one or more of the following for the current interaction/contact:

• Evaluations/assessments that were filled by You (including your self-evaluations)

• Evaluations/assessments filled by other users having scope over your own organization/groups/subgroups

• Evaluations/assessments that were filled by any evaluator in the enterprise, including evaluators higher up in the hierarchy (outside your visibility)

In addition, all the evaluations/assessments’s displayed in the list are based on forms that are assigned to your group and role in the Assignment Manager application.

Prints an evaluation/assessment.

Clicking this icon displays a list of fields from which you can select the ones to include in the printed form (depending on your privileges).

The printed evaluation/assessment also includes an employee signature area.

If printing the evaluation/assessment from Internet Explorer, to view the printed form properly, in Internet Explorer go to Tools. Under Print, select Page Setup. Select Print Background Colors and Images.

Saves a temporary copy of the evaluation/assessment without calculating its score, in order for it to be completed at a later stage. Saved evaluation/assessments are automatically pushed to Draft Evaluations/Draft Assessments folders (predefined views) and cannot be searched for using the search functionality.

This option is not available when evaluating an interaction in real time or when using staged forms.

Displays the total score achieved in this evaluation/assessment.

This field is only displayed if you are assigned privileges to view it in the User Management application.

Enables a private feedback session between the evaluator and the evaluated employee about the current evaluation. Once the evaluator initiates a feedback session, the employee can view and respond to the feedback and conversely.

This option is only available if the evaluator has flagged the evaluation with the Forward to Employee flag. In addition, you are assigned with privilege to send feedback.

Shows or hides more data in the form.

This data includes comments, reasons, and annotations that you added in a form.

If questions are collapsed using the collapse option, additional data for questions are not displayed.

Shows or hides instructions in the form.

If questions are collapsed, instructions for questions are not displayed.

This option is unavailable if there are no instructions defined in the Form Designer.

Opens (or closes) the left navigation pane for navigating to the different areas in the form.

Calculates the rating and scores on the form, and saves it in the database. Submitted evaluations/assessments are automatically pushed to their relevant predefined views and folders. They can also be searched for.

If you have the privilege to send evaluations for review, you can submit the evaluation and also send it for review to designated reviewers (typically the evaluated employee or employees responsible for performing unbiased evaluation reviews). Selecting this option pushes the evaluation to the Waiting for Review folder.

To set the default button to Submit and Send for Review, under your Preferences select the relevant option.

The Submit button is not available when using staged forms.

Displays the name of the employee that participated in the interaction, and for whom the evaluation is being performed.

For submitted forms, this field is empty if the employee has been deleted.

Displays the date and time that the form was submitted.

Displays the name of the user who is performing the evaluation/assessment.

For submitted forms, this field is not displayed if in User Management you are assigned the Hide Evaluator Name in Evaluations privilege.

For submitted forms, this field is empty if the evaluator/assessor has been deleted.

Displays the ECDs defined for this form. These fields are displayed only if they are defined in the Form Designer (up to 20 ECD fields can be displayed).

ECDs are either enabled or read-only depending on their definition. If enabled, their value can either be selected from a list or typed.

The actual captions are configurable and can be displayed with any label such as customer type, account Information, site, and product.

Displays the organization/groups to which the employee belongs.

Displays a list of annotations that are associated with a specific section/category/question.

The Select Annotation link displays the appended annotations list of the current interaction. The annotations displayed depend on your privileges in the User Management application. From this list, one or more annotations can be selected to be associated with the component of the form.

Clicking an associated annotation moves the playback position to the annotation time.

Indicates a mandatory question that contains an answer.

When selecting the question, the entire row is highlighted in gray.

Indicates a question that contains an answer.

When selecting the question, the entire row is highlighted in gray.

Contains the answer that is automatically assigned to the question when the form is opened. The answer is set based on the rule defined for the question in the Form Designer.

If an automated question is hidden as a result of a visibility rule defined in the Form Designer, the question cannot be answered.

If you have the relevant privilege, you can override the answer assigned by the system and select your own answer.

Contains one or more questions and are used to organize questions into logical groups.

Depending on rules defined in the Form Designer, categories can be hidden, displayed, enabled, disabled, expanded, or collapsed. These options are based on how another question is answered or on which ECD value is selected from a value list.

Denotes a failed question. A failed question is a question that receives a score lower than its assigned passing score. The tooltip displays the question's passing score that was configured in the Form Designer.

Collapses a component.

is displayed when instructions, annotations, reasons, or comments exist for the component.

Contains the criteria by which the evaluation is scored.

Depending on rules defined in the Form Designer, questions can be hidden, displayed, enabled, or disabled. These options are based on how another question is answered or on which ECD value is selected from a value list.

In addition, a question can be automatically answered based on how another question was answered. If required, you can also select a different answer.

Indicates that a question with Automated Accuracy Validation is unanswered because data was not captured from the employee's screen.

Displays a list of reasons, from which one can be selected to depict why a specific answer is selected for a question.

This field is only displayed if you are assigned privileges to view it in the User Management application.

Contains one or more categories.

A form can have one or more sections.

The section name represents the subject of the section, for example, Interaction Standards or Customer Service Issues.

Depending on rules defined in the Form Designer, sections can be hidden, displayed, enabled, disabled, expanded, or collapsed. These options are based on how another question is answered or on which ECD value is selected from a value list.

Displays the score for a specific category, section, or question.

The score is calculated when you click Calculate score or Submit in the Header. It is not automatically updated each time you select an answer.

The Score is displayed only if you are assigned privileges to view this field in the User Management application.

Expands a component and displays its instructions and additional data (comments, annotations, reason).

is displayed when instructions, annotations, reasons, or comments exist for the component.

Indicates a mandatory question that is not yet answered.

When selecting the question, the entire row is highlighted.

Indicates that a question with Automated Accuracy Validation is unanswered because the validation text used to detect data in the interaction text or transcription is not found.

Indicates that a question with Automated Accuracy Validation is unanswered because the validation text used to detect data in the interaction text or transcription is not found, and also data was not captured from the employee's screen.

The Transcription or Text tab displays highlights only for missing data values. Highlights are not displayed when the validation text is not found.

Displayed for questions that are mandatory, and for categories/sections having questions that are mandatory.

Once all the mandatory questions in a category/section are answered, the star is no longer displayed for that category/section.

Marks a question as disputed.

This field is only displayed if you are assigned the privilege to dispute evaluations.

Displays notes added to sections, categories, questions, details, and footer areas.

This field is only displayed if you are assigned the privilege to view it.

Displays the guidelines to help you fill out the form.

This field is only displayed if you are assigned privileges to view it in the User Management application.

Displays a list of categories that represent scores.

When calculating a score or submitting a form, a rating is automatically assigned to the form. This rating is based on the total score attained. The rating value is based on a range of scores. For example, scores between 0 and 40 can be defined as Poor, and scores between 41-60 can be defined as Average.

By default, the rating is automatically calculated. (The default value is Automatic). However, you can also manually select a value from the list, regardless of the score.

The value Scored may be displayed for forms that were migrated, or if the calculated score of the form does not match any of the defined score ranges.

This field is only displayed if you are assigned the privilege to view it.

Up to two status fields may appear in the footer. A value can be selected for each status field to reflect the status of this form.

These fields are only displayed if you are assigned the privileges to view them in User Management.