Structure of the Evaluation Form

There are four components to an Evaluation Form in the Authenticx platform:

Here’s what a fully completed Evaluation form looks like. We’ll break down each section below!

This section gives you an overview of key information (or “metadata”) about the interaction.
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Modules make up the bulk of the Evaluation. The name of each module is listed across the top of the Evaluation. You can click any of these names to move from one module to another.

Each module is made up of questions and answers. For example, this question in the Quality 2.0 module is “First Impression” with score/answer options for Does Not Meet, Partially Meets, Meets, and Not Observed. In this case, the provided score is Meets.

As you listen to the audio of the call, or review the chat transcript, you can fill out each question based on what you hear or see. To provide more detail for your response, click the pencil icon to add a note, or the quotation mark icon to add a clip.

Evaluation Modules have various types of questions. Some have specific scores, like the example above, whereas some prompt you to add one or more tags for the question response, as shown in the example below.

Within Evaluations, you have the option to create Clips by selecting short snippets from a call of chat. These will appear in the Clips section on the right side of the Evaluation. When you expand a clip, you can view its transcript and make direct edits — simply click outside the transcript box to auto-save your updates. Additionally, you can add notes, apply tags, or edit and delete the clip.

Notes and tags that you add to the clip will appear in the Montage Library, making it easier to search for and create montages.

If the interaction was a recorded conversation (as opposed to a chat, email, or text), an audio player will appear at the bottom of the Evaluation page.

Any created clips are highlighted in various colors on the waveform — these colors correspond to the play button colors for each clip in the “Clips” section, described above.

Clicking View Transcript will populate the transcript of the call. You’ll notice that the transcript is broken out by speaker. You can assign a speaker type by hovering over the Speaker and selecting the pencil icon (example: Agent, Patient, HCP, etc.).

You can also search the transcript for keywords using the search bar at the far left. Hover over a line of the transcript to see options to Play or Create a Clip from here.

If the interaction was text-based rather than audio, you’ll see this interaction at the bottom of the Evaluation.