Term

Description

Name

Enter a name for the checklist.

Description

Enter a description for the checklist.

Select an Asset Type

Select Message, Case or User as the asset type for which you want to create the checklist.

Enable Scoring

Enable scoring to add scores or weightage towards each category and question. Weightage can be given to checklist, picklist, picklist multi-select, and radio button input types. The default weightage for every question will be 1. The weighted average will be calculated for sections and then % out of 100.

Audit Uniqueness Criteria

Responses to these criteria are used to define a unique audit together with agent, auditor, checklist and case interaction. Allows you to select multiple evaluations to be performed on a checklist. This toggle becomes available when the Checklist Asset is set to Case. Once enabled, users must define up to five Audit Uniqueness Criteria, which are specific, non-scoring questions used to differentiate each evaluation. These criteria are mandatory fields and must be completed by the evaluator during submission. This functionality is exclusive to Case-level audits and is not supported for Message-level checklists, while User-level audits already support multiple evaluations by default.

Category Name

Enter a name for the category to group questions.

Category Weight

If scoring is enabled, define points/scores for every category. Scores can have 0 or any positive value.

Item Name

Enter a checklist item name.

Item Description

Enter the description of the checklist item.

Item Help Text

Enter a help text for a better understanding of the item.

Item Input Type

Select an input type for the checklist item from the following options:

Text Area, Check Box, PickList, PickList MultiSelect, Radio Button, Rating Scale, Date, Audio

Item Weightage

If scoring is enabled, define points/scores for every item. Scores can have 0 or any positive value.

Label

Enter the labels for the answers to be added to your checklist item.

Points

If scoring is enabled, define points/scores for every answer in case of a checklist, picklist, picklist multi-select, and radio button. Scores can have 0 or any positive value.

Select Scale (For Rating Scale Input Type Only)

Select scale as desired from the dropdown and also define the labels. For 1-5 rating scale, you can also select the Graphics as either Dots or Stars.

Enable NA Option

Enable the ‘Scores Not Applicable’ scoring option - this will remove the question from calculating final scores in reporting if an auditor selects the field with NA scoring.

Mark Item As Critical

Scoring 0 or marking fail in this question leads to the overall category/template score as 0.

Mark Item As Mandatory

Mark the question mandatory for the auditors. They will not be able to skip the question if it is marked mandatory.

Enable Comment

Enable the comment field that appears after each question while filling the evaluations.

Mark Comment As Mandatory

You have the option to make the comment box mandatory for users to fill out.

Comment Visibility Based On Item Value

You can configure the visibility of the comment box based on specific checklist item responses.

Visible in all workspaces

Check the box to make this checklist visible across all the workspaces.

Workspaces 

Select the workspaces with whom you want to share this checklist item.

Users/Users Groups

Select the users/user groups with whom you want to share this checklist item.

Where 

Add the conditions based on which the checklist item will appear. For example, select where Case Type is Complaint or where Priority is Very High.

Add Condition

Click to add more conditions.

Add New Checklist Item

Click to add more checklist items.

Default Value

To set a predefined value of the parameter which will get populated everytime the checklist is selected for evaluation.

Visibility of Item Based on Other Items and Its Value

To govern a parameter based on the response of another parameter. It enables conditional visibility of responses in certain checklist item types, specifically Checkbox, Picklist, Picklist Multiselect, and Radio Button, based on user responses to other items within the same checklist. The toggle button once enabled, allows you to select a single Controlling Item from a dropdown list (limited to supported question types). Users can then define Controlling Item Responses and map them to one or more Dependent Item Responses using a multi-select interface. This mapping determines which responses are visible in the Dependent Item during evaluation, based on the selected answer in the Controlling Item. If the Controlling Item is marked as Not Applicable or Skipped, all Dependent Item responses remain visible. Controlling Items cannot be of type Audio or Rating Scale. Once mappings are established and audits are conducted, updates to these mappings at the item level do not retroactively impact existing audit data or reports unless the audit is explicitly edited and saved post-change.

Enable Agent Approval

To enable agent acknowledgement flow with no. of times the dispute can be raised and the due date for the agent to acknowledge.

Additionally, configure if an agent has to mandatorily select an item while raising a dispute.

Also, configure which members of the agent hierarchy can view the evaluations done on an agent using this checklist.

Enable Auditor Approval

To enable auditor acknowledgement flow with no of times the dispute can be raised and the due date for the auditor to acknowledge.

Additionally, configure if an auditor has to mandatorily select an item while raising a dispute.

Also, configure which members of the agent hierarchy can raise disputes for evaluations associated with this checklist.

Enable snoozing audit submission

To snooze agent acknowledgement for the selected duration.

Alignment Calculation Method

This configuration is introduced in case-level checklists, allowing users to define how the % Alignment metric is calculated during calibration evaluations. A new single-select field is available in the checklist setup, enabling users to choose the appropriate alignment logic, either score-based or based on response differences between the auditor and calibrator.

When setting up a checklist, users can choose how % Alignment should be calculated during calibrations. The dropdown includes the following options:

1. Item Score

   • Description: Calculates alignment based on all scorable items.

   • Formula: % Alignment = (Number of scorable items where auditor and calibrator scores are equal) ÷ (Total number of items that are scorable).

     Note: This is the default option when creating a checklist.

     Note: Scorable items are checklist items or evaluation parameters that directly contribute to the overall assessment score. Each item is assigned a numeric value ranging from -100 to 100, enabling a quantitative measurement and comparison of performance or quality alignment.

2. Item Responses – All Scorable Items

   • Description: Calculates alignment based on the selected responses of all scorable items.

   • Formula: % Alignment = (Number of scorable items where auditor and calibrator responses are same) ÷ (Total number of items that are scorable).

3. Item Responses

   • Description: Calculates alignment based on the selected responses of all items—both scorable and non-scorable.

   • Formula: % Alignment = (Number of items where auditor and calibrator responses are same) ÷ (Total items that are evaluated).

4. Item Responses – Non-Text Responses

   • Description: Calculates alignment based on the selected responses of only non-text type items.

   • Formula: % Alignment = (Number of non-text items where auditor and calibrator responses are same) ÷ (Total non-text items evaluated).

5. Specific Items – Responses

   • Description: Calculates alignment based on the responses of the selected items.

   • How it works:

     • A multi-select dropdown (Items for Alignment Calculation) appears.

     • You must select the items to include.

     • % Alignment is based only on responses to these selected items.

     • This field is mandatory before saving the checklist.

6. Specific Items – Scores

   1. Description: Calculates alignment based on the scores of selected scorable items.

   How it works:

   • A similar multi-select field appears.

   • Only scorable items are included.

   • The selected items will determine the % Alignment score.

   • This field is also mandatory.

   ​Audio questions are excluded from the % Alignment calculation, regardless of the option selected from the dropdown.