Call Evaluation Forms

Evaluation Forms capture manual, human review of a call to build context for Scorecards — combining AI scoring with human judgment.

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Creating an Evaluation Form

1. In the sidebar menu, select the Score tile.
2. In the Evaluation Forms window, select New Evaluation Form.
3. In the Description and Section Name boxes, fill out the Criteria, Description, Question Type, and Points Possible fields as needed.
4. Click Add Section to add more sections, or Add Criterion to add more criteria.

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Editing an Evaluation Form

1. In the sidebar menu, select the Score tile.
2. Choose the Evaluation Form you want to edit from the list — for example, the QA Evaluation Form.
3. The Evaluation Form opens to the Section List, showing the sections you created earlier along with their point values.
4. Edit the details for each Section Name and Description:
   • Description: context about this section for the evaluator.
   • Criteria: a more detailed explanation of what meets the criteria for that section.
   • You can also set the Question Type to a Yes/No question or a points value. For a binary Yes/No question worth 5 points, for example:

     Answer	Points
     Yes	5 pts
     No	0 pts

   • For a Points question type, you set a maximum number of points that can be issued for that question.

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Completing an Evaluation Form for an individual call

1. In the sidebar menu, select the Call Review tile. Available calls appear, including their evaluation status — hover over the Evaluated icon to see the form name and who completed it.
2. Use the available filters — Date Range, Scores, Evaluated By, Agent, Review Status, and others — to find the calls you’re looking for.
3. Open a call that hasn’t been evaluated. You’ll see the Combination Scorecard and the individual Scorecard — for example, select the QA Evaluation Form from the dropdown.
4. Start answering the questions in the Evaluation Form.
   • For example, selecting Yes for both criteria in a section, each worth 5 points, gives that section a 100% score since all requirements were met.
   • There’s an option to apply N/A to all criteria in a section that wasn’t relevant to the call, so it doesn’t count against the overall score.
   • A counter at the bottom of the screen shows how many criteria remain to be scored.
   • For point-based questions, you can add context explaining your score. For example, if an agent only confirmed a caller’s first name instead of their full name, you might award 5 out of 10 points and add a note: “Agent only confirmed the first name.”
5. Enter a note in the Evaluator Overview Notes field for general feedback about the agent or call.
6. Select Submit Evaluation to complete the form.
7. Click Completed Form to view the AI Summary, the completed Evaluation Form, section scores, and notes.
8. To share the Evaluation Form outside Invoca, click Download PDF.

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What happens after you submit an evaluation

• Your evaluation is saved, and the call is marked as evaluated.
• You can edit the Evaluation Form at any time.
• You can view metrics associated with your Evaluation Forms in your dashboard tiles.

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Where to go next

• Call Scoring: Agent Performance and Call Evaluation
• Filtering by Score
• Evaluation Form Error: X Name Has Already Been Taken