View an Evaluation Form
Request to view an evaluation form settings:
GET /api/v2/evaluation_forms/<form-id>.json
Example of response:
{
"evaluation_form": {
"form_id": "cd61b307-5e74-4c4b-b50a-f47100d51959",
"tenant_id": "9d27913a-b7c3-11ed-9277-1207ffee24c3",
"title": "Inbound Score Card",
"description": null,
"type": "auto",
"active": true,
"revision": 2246927,
"pass_threshold": 80,
"backfill": false,
"sections": [
{
"section_id": "a6c77eb8-191e-4eb6-a9ec-dddddc01c2c4",
"title": "Greeting",
"description": null,
"allow_na": false,
"weight": 1,
"order": 1,
"pass_threshold": 70,
"revision": 2246927,
"questions": [
{
"question_id": "8d64b248-63e0-487c-8a1f-c339c988e30e",
"title": "Did the agent greet the caller appropriately?",
"description": "The agent must thank the customer for calling, ask politely how he/she can help, etc.",
"type": "ai_assist",
"allow_na": true,
"display_as": "radio_inline",
"max_points": null,
"weight": 1,
"order": 1,
"revision": null,
"options": [
{
"option_id": "0e32ed7c-12d9-4305-ae04-eb496a3816ed",
"title": "yes",
"type": "points",
"points": 10,
"is_default": false,
"auto_score_condition": null,
"order": 1,
"revision": null
},
{
"option_id": "b12f842e-2569-4416-bf7c-41a029e1fd5a",
"title": "no",
"type": "points",
"points": 0,
"is_default": false,
"auto_score_condition": null,
"order": 2,
"revision": null
},
{
"option_id": "2d3b0e87-8521-42bb-ba05-d3a9e2e32d1b",
"title": "n/a",
"type": "na",
"points": 0,
"is_default": true,
"auto_score_condition": null,
"order": 3,
"revision": null
}
]
},
{
"question_id": "a6f54e41-e7c6-476e-a04c-6df815b74760",
"title": "Did the agent introduce themself?",
"description": "The agent must introduce themselves by saying someting like 'This is NAME', 'NAME speaking', 'My name is NAME' or similar.",
"type": "ai_assist",
"allow_na": false,
"display_as": "radio_inline",
"max_points": null,
"weight": 1,
"order": 2,
"revision": null,
"options": [
{
"option_id": "c2aaf68e-5170-4513-9e51-28bbba45afbc",
"title": "yes",
"type": "points",
"points": 15,
"is_default": false,
"auto_score_condition": null,
"order": 1,
"revision": null
},
{
"option_id": "ed03f5d4-a337-4c97-9fb6-90b103ed5607",
"title": "no",
"type": "points",
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"is_default": false,
"auto_score_condition": null,
"order": 2,
"revision": null
},
{
"option_id": "4f3cd777-5f5b-4c0f-8d2d-d389b41406d6",
"title": "n/a",
"type": "na",
"points": 0,
"is_default": false,
"auto_score_condition": null,
"order": 3,
"revision": null
}
]
},
{
"question_id": "084ec1fa-3927-4e85-ad94-fc87c56bafce",
"title": "Did the agent mention their company name?",
"description": "",
"type": "ai_assist",
"allow_na": false,
"display_as": "radio_inline",
"max_points": null,
"weight": 1,
"order": 3,
"revision": 2246927,
"options": [
{
"option_id": "6c6a669f-bad2-43a1-a137-64d96bdc9650",
"title": "yes",
"type": "points",
"points": 10,
"is_default": false,
"auto_score_condition": null,
"order": 1,
"revision": null
},
{
"option_id": "e9531cc4-3056-4400-85a5-07b8fadd4449",
"title": "no",
"type": "points",
"points": 0,
"is_default": false,
"auto_score_condition": null,
"order": 2,
"revision": null
},
{
"option_id": "fab1172f-b0f3-4550-a19b-92e66adaca8f",
"title": "n/a",
"type": "na",
"points": 0,
"is_default": false,
"auto_score_condition": null,
"order": 3,
"revision": null
}
]
}
]
},
{
"section_id": "3a3e9a88-3b70-4e12-ab2f-8efb3eb9a30e",
"title": "Verification",
"description": null,
"allow_na": false,
"weight": 1,
"order": 2,
"pass_threshold": 70,
"revision": 2246927,
"questions": [
{
"question_id": "bdd54411-a967-4113-89b1-6edaada7031c",
"title": "Did the agent ask for the caller's name?",
"description": "The agent must ask the customer's name if the caller didn't introduce themselves. Answer \"N/A\" if the customer's name was known to agent or the customer introduced themselves.",
"type": "ai_assist",
"allow_na": false,
"display_as": "radio_inline",
"max_points": null,
"weight": 1,
"order": 1,
"revision": 2246927,
"options": [
{
"option_id": "fcd85ff9-1079-48a2-b2a4-b145ad337935",
"title": "yes",
"type": "points",
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"is_default": false,
"auto_score_condition": null,
"order": 1,
"revision": null
},
{
"option_id": "7d8cfce1-3610-4e0a-9151-4e565648c715",
"title": "no",
"type": "points",
"points": 0,
"is_default": false,
"auto_score_condition": null,
"order": 2,
"revision": null
},
{
"option_id": "667148e8-f4d1-421e-bc2c-dca987306715",
"title": "n/a",
"type": "na",
"points": 0,
"is_default": false,
"auto_score_condition": null,
"order": 3,
"revision": null
}
]
},
{
"question_id": "f5c77aba-e6a5-44d8-8f24-525e086a7820",
"title": "Did the agent ask for the caller's telephone number?",
"description": "The agent must verify the caller's telephone number or account number. Answer \"N/A\" if such an invormation was know nto the agent.",
"type": "ai_assist",
"allow_na": false,
"display_as": "radio_inline",
"max_points": null,
"weight": 1,
"order": 2,
"revision": 2246927,
"options": [
{
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},
{
"option_id": "1452b487-b621-4ac1-9f9c-436ba4d98d46",
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"is_default": false,
"auto_score_condition": null,
"order": 2,
"revision": null
},
{
"option_id": "ac04faab-6f6f-48f2-999f-f26766fade99",
"title": "n/a",
"type": "na",
"points": 0,
"is_default": false,
"auto_score_condition": null,
"order": 3,
"revision": null
}
]
}
]
},
{
"section_id": "896ac6cc-b1e9-4d2a-bced-59ad3382160b",
"title": "Problem resolution",
"description": null,
"allow_na": false,
"weight": 1,
"order": 3,
"pass_threshold": 70,
"revision": 2246927,
"questions": [
{
"question_id": "261dc3fe-55be-11ee-95e4-1207ffee24c3",
"title": "Did the agent resolve all the customer's problems and answer all their questions?",
"description": "",
"type": "ai_assist",
"allow_na": false,
"display_as": "radio_inline",
"max_points": null,
"weight": 1,
"order": -10,
"revision": 2246927,
"options": [
{
"option_id": "0205e724-1639-4d8b-9971-d3c06ddbaff7",
"title": "yes",
"type": "points",
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"is_default": false,
"auto_score_condition": null,
"order": 1,
"revision": null
},
{
"option_id": "de9c30c5-cedc-40ef-adb9-474ba0492e56",
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"is_default": false,
"auto_score_condition": null,
"order": 2,
"revision": null
},
{
"option_id": "ca36873f-a56e-4977-9218-63faa3305f1b",
"title": "n/a",
"type": "na",
"points": 0,
"is_default": true,
"auto_score_condition": null,
"order": 3,
"revision": null
}
]
},
{
"question_id": "685f5306-1e00-42ef-90a4-2315f7532dce",
"title": "Did the customer request to speak to a supervisor or manager?",
"description": "",
"type": "ai_assist",
"allow_na": false,
"display_as": "radio_inline",
"max_points": null,
"weight": 1,
"order": 1,
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{
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},
{
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},
{
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}
]
},
{
"question_id": "30a8dc77-6a35-413b-91b1-9c74eddfafae",
"title": "Was the customer satisfied with the resolution?",
"description": "",
"type": "ai_assist",
"allow_na": false,
"display_as": "radio_inline",
"max_points": null,
"weight": 1,
"order": 2,
"revision": 2246927,
"options": [
{
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},
{
"option_id": "2bbd9b42-2720-4968-97b2-872160f56699",
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},
{
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}
]
}
]
},
{
"section_id": "bbdaff84-5c33-4a5e-9ee3-b7e07e2c3fed",
"title": "Closing",
"description": null,
"allow_na": false,
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"pass_threshold": 70,
"revision": 2246927,
"questions": [
{
"question_id": "aa84fe9b-d78f-49d0-90e6-1699f411cf03",
"title": "Did the agent thank the customer for calling at the end of the call?",
"description": "",
"type": "ai_assist",
"allow_na": false,
"display_as": "radio_inline",
"max_points": null,
"weight": 1,
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},
{
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},
{
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}
]
}
]
}
],
"modified_time": "2024-07-11T16:59:50.225592-07:00",
"_version_": 1
}
}