Frequently asked questions

Deleting a form permanently deletes all its records from the system and cannot be undone. Deleted forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. are no longer available as filters in searches and Reports. All evaluations/assessments that were based on deleted forms are deleted and are no longer available in searches or Reports.

Hidden forms are not shown anywhere in the Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. Home Page or in the Reports, but appear in the Form List in the Form Designer. Hidden forms can be changed to Published.

Yes, hidden forms can be republished. The republished form is displayed in the Interactions Home Page and in the Reports. Published forms can only be changed to Hidden. Hidden forms can only be changed to Published.

New component IDs (and hence - also new form versions) are generated for the following scenarios:

• When a new component is created or deleted

• When an existing component is updated in any of the following ways:

  • Sections and Categories: Changes to the scoring method, base percentage, precision, baseline score or minimum score.

  • Sections and Categories: Changes to any of the viewing options, such as Hide Score, Enable Comment, Collapse, or Hide.

  • Questions: Changes to question type, baseline score, minimum score, score/answer values (including deleting an answer option or changing the numeric value of an existing answer option in a list of custom answers), defaults, or options (hide score/mandatory/enable comment/hide question/display question above answer/instructions appear above answer/enable reason).

See New form version generation.

The following use cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. are associated with how new versions of a form impact the reporting:

• Use Case 1: Select specific form components for a report

• Use Case 2: Run the Evaluation Summary per Employee/Group reports or Calibration Report by Question

For all other reports and use cases (except the reports specified in use cases 1 and 2), the report result includes all the scores and components that were filled in for the selected forms, according to the date/time and other filters set in the report, regardless of which form version was used.

See Impact of new form versions on reports

If you are assigned a role that includes the Manage Shared Components right in the User Management Module that an administrator uses to create a profile for each employee in their organization. application, hiding a component enables you to temporarily remove a component from the shared components list in the Shared Components Manager. See Shared components.

The hidden shared component is not available for new forms, but is still used in old forms.

To see the components with the Hidden status, select the Display Hidden check box in the Form Component Manager. Once these components are visible, you can publish them as needed.

Editing a Published or Hidden form can trigger a new form version, depending on which fields in the form are edited.

Editing only caption and instruction textual fields does not create a new version.

See New form versions overview .

You cannot delete a published shared component, you can only change its status to hidden. The new status applies only to future forms and does not affect forms created before the change in status.

If you log into the Interactions Home Page before the scheduled system maintenance activities and continue to work, you may encounter some problems that cause your action to fail. For example, you may experience failures when you try to submit an evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer., open an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. from the search results list, and so on.

You receive a message that describes the error and what corrective actions to perform. The message can be one of the following:

• User profile or system definitions have been modified. Please log out and log in again for updated changes to take effect. If the problem persists, contact The entire communication experience for a customer, from beginning to end. the System Administrator.

• Internal error. Notify the System Administrator to contact technical support.

• Your Interactions Home Page session has expired. Please close all open browser windows and log in to the system again.

The problem may be caused by Interactions and Analytics maintenance activities (by default, system maintenance is scheduled for 3 am).

If required, your system administrator can change the time these maintenance activities are performed, as follows:

1. In the Internet Information Services, select the relevant application pool.

2. To change the default time for recycling, in the Recycle tab, select the default time and click Remove.

3. Enter the preferred time and click Add.

4. Click OK.

If you hide a shared question already used in forms and then republish the shared question, even if you do not make any changes to the shared question, a new component ID is generated for existing answers of the shared question. This causes duplicate answers for the shared question to appear in reports.