View and complete call forms

Overview

Complete forms to evaluate calls and keep notes on call performance. For example, if you are a call center manager, you can create an evaluation form to keep a detailed record of call performance.

Things to know

• After forms are enabled, check to make sure the form is assigned to Calls in the Form’s Settings, or it won’t be available to use on a call.

• If you need to set up a new call form or edit an existing one, see Use Forms for more information.

• Using the Form filter in Search will show only completed forms. Incomplete forms aren’t searchable.

View and complete forms on a call

1. Go to the call.
   
   You can find a call by

   1. Looking at Dashboard call metrics to specifically target abandoned or unbooked calls.

   2. Going to Dashboard CSR metrics if you know whose call it was.

   3. Using the Call filter in Search if you’re looking for a specific call.

   4. Clicking Files on the job history if you are looking for a call associated with a certain job.

2. Go to the Forms section of the call.

   1. If the form hasn’t been filled out yet, click Create to complete it.
      

   2. If the form has already been completed, you can view, print, email, or edit it.
      

Want to learn more?

• See Reclassify and edit calls

• See Understand call classifications