This guide walks you step by step through the creation of an evaluation form used to assign a call score, whether you use a manual template or AI-assisted support.
Why create an evaluation form?
Evaluation forms allow you to:
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Standardize call analysis
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Identify agents’ strengths and areas for improvement
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Generate objective and comparable scores
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Manage quality to enhance the customer experience
Two creation methods available: You can create your evaluation form manually or with the help of integrated AI.
To begin, go to the Settings section in Empower.
- In the AI Customization menu, click Call Score,
- Then select "Create a form":
Option 1: Create a form with AI assistance (new)
Ideal if you're starting from scratch or want to save time!
Here's how to proceed:
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Click on “Create a form” or a similar button.
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Select the option “Create with AI”.
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Briefly describe your objectives or use cases :
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Example: “Analyze support calls to assess listening and procedure compliance.”
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AI will automatically suggest:
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A form title
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Custom instructions
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A series of tailored criteria with initial weighting
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You can edit or fine-tune each element as needed before saving it.
✨ AI helps you structure your form effectively without starting from scratch.
Option 2: Create a form manually from a template
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Access your creation space.
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Give your form a name.
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Select a predefined template (e.g.: Customer Experience Optimization).
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Complete the following fields:
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Business use case: context of use for the form.
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Instructions: specify guidance for evaluators.
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Users and groups: who can use this form.
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Define the criteria and their importance
For each form (created manually or by AI), you must:
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Validate or adjust the evaluation criteria
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Define their weight via a slider (from 1 to 5) to indicate their relative importance in the final score calculation
🧩 Examples of available criteria:
| Criterion | Objective |
|---|---|
| Objection handling and product knowledge | Measure the ability to respond to customer concerns |
| Call sentiment | Determine whether the interaction was positive, neutral or negative |
| Topic tracking | Check whether the expected topics were covered |
| Script compliance | Ensure use of script elements |
| Call duration | Evaluate whether call time is optimal |
| Speech rate | Measure a pace conducive to engagement |
✅ Finalize the form
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Click on “Save”
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Activate the form if it is ready to use (button in the top right corner)
It will then be available for call evaluations and automatic score calculation based on the defined weighting.
🧠 Tips to get started
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Use AI to quickly generate a solid base to personalize
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Adjust criteria weights based on your objective (quality, sales, support, etc.)
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Create multiple forms for different call types if needed