Optimize

Symbee Connect Optimize is an expanding set of features targeted to allowing you to perform Quality Management within your Contact Center. Optimize allows you to set up Evaluation Forms used by Quality Analysts when reviewing call and screen recordings, to grade and score the service the agents in your contact center are providing to your customers.


Evaluation Form Groups

Optimize Evaluation Forms are organized into Form Groups. The main Form Groups screen, accessed from the Agent Evaluations option of the main Symbee Connect Function menu in the Administration Portal, shows a list of the currently configured Form Groups, and provides options to Modify Group, Delete Group and Add New Group.

From the Form Groups list screen, click on a Form Group's Group Name hyperlink to navigate into the Form group and view the Evaluation Forms contained within the group.

Add New Group

Creates a new Group to hold Evaluation Forms. Provide a name and description for the new Evaluations Form Group.

Modify Group

Allows you to modify the selected existing Form Group's name and description.

Delete Group

Allows you to delete the selected existing Form Group (or Groups), along with all the Forms contained within the group.


Evaluation Forms

After clicking on a Form Group's Group Name hyperlink to navigate into the Form group, the Evaluation Forms screen lists each of the Evaluation Forms in the group.

Options are available to:


Add New Form

Creates a new Evaluation form, with its initial Publication State being set to DRAFT. Note: An Evaluation Form can not be used for evaluations until it has been PUBLISHED.

Form Name

Add a name for the new form.

Action Threshold

Alerts in reporting can be configured to flag an evaluation if the total score is less than this value.

Description / Instructions

Add a short summary describing the purpose of the form.

Associated Interaction Types

Select the types of interactions this Form can be used to evaluate.


Modify Form

Selecting one of the existing forms (using the check box to the left of the forms in the list) and clicking Modify Form lets you modify the Form's header information originally set when the form was added.

Note: If a form is already in a PUBLISHED state, updating the form will not change the currently published version. Instead a new DRAFT version of the form will be created. The changes will not appear to evaluators until the new version is published.


Delete Form

Selecting existing forms (using the check box to the left of the forms in the list) and clicking Delete Form lets you delete a previously created form, but only if it is in a DRAFT state.

Deleting a form in the PUBLISHED state results in the form's state being moved to INACTIVE.


Publish Form

Selecting an existing form (using the check box to the left of the form in the list) and clicking Publish Form progresses the Evaluations Form's state to PUBLISHED.

An Evaluation Form can not be used for evaluations until it has been PUBLISHED. Any currently published versions of this form will be placed into an INACTIVE state.


Copy Form

Allows you to copy an Evaluation Form from one Form Group to another. Select a form, choose a form group to copy the form into, and click Copy. Note: you have to select a group other than the one the form was created in.


Manage a Form's Sections and Questions with the Form Builder

Access the Form Builder from the Evaluation Forms listing screen, by clicking on the Form Name hyperlink.

Add a section to the form

Click on the Plus symbol to create a new Question Section.

Add Questions

Once a section is created, you can then add questions to the section:

Evaluation Preview

Select the Form Group of the form you want to Preview the Evaluation for, and then select the form you would like to preview.