Workforce Engagement Management

Hi all!

I have looked and not found an answer to this.  Is there a reason why questions in the Agent Auto-Evaluation form can not be set to N/A?   You can set the default scoring to N/A but documentation advises that it will only default if N/A is an option with the question.

Any assistance and clarity would be greatly appreciated.

Hello Rusell,

Sorry for the confusion. You can most definitely set the default scoring answer for an AI Scoring question as N/A. What the documentation attempts to convey is that when you select either Highest Score or Lowest Score AND N/A as the default answer options for a given group of questions (only combinations where we allow more than one selection), when N/A is present in a given question, N/A will always be selected, and not Highest or Lowest score.

Regards,

Hi all!

I have looked and not found an answer to this.  Is there a reason why questions in the Agent Auto-Evaluation form can not be set to N/A?   You can set the default scoring to N/A but documentation advises that it will only default if N/A is an option with the question.

Any assistance and clarity would be greatly appreciated.

Hi Jose -  Thank you for the quick response.    Based on your feedback, I did some quick testing.  It appears that N/A is only configurable on questions if the Agent Auto-Evaluation form question group is set to default to NA.

If I set it to default to N/A and High Scoring, how does the system behave?   Does it default to N/A only for questions configured for N/A and  then the rest defaults to High Score?

Really appreciate the insight..  Thanks!

Hello Rusell,

Sorry for the confusion. You can most definitely set the default scoring answer for an AI Scoring question as N/A. What the documentation attempts to convey is that when you select either Highest Score or Lowest Score AND N/A as the default answer options for a given group of questions (only combinations where we allow more than one selection), when N/A is present in a given question, N/A will always be selected, and not Highest or Lowest score.

Regards,

Hi all!

I have looked and not found an answer to this.  Is there a reason why questions in the Agent Auto-Evaluation form can not be set to N/A?   You can set the default scoring to N/A but documentation advises that it will only default if N/A is an option with the question.

Any assistance and clarity would be greatly appreciated.