Describe your team, channel, and standards. Makeform turns them into an agent performance evaluation form with anchored ratings, evidence, coaching notes, and follow-up actions.
Send completed evaluations to Slack, Google Sheets, and Zapier.
Sample prompts for the builder
Choose a review scenario, tailor its criteria, or send the editable prompt into the Makeform builder.
Audience
Call-center supervisors reviewing recorded customer calls
Format
Anchored scorecard with critical-failure checks
Prompt size
350 chars
Example form structure
Anchored scorecard with critical-failure checks
Agent, evaluator, team, and call ID
Score the opening and verification
Score listening, accuracy, and resolution
Evidence notes and call timestamps
Suggested routing tags
Meets standard
Coaching needed
Follow-up due
Define what each score means in observable terms. A rating of 3 should describe acceptable behavior, not leave every supervisor to invent a standard.
Step 1
Sample
choose the call, chat, ticket, or account period
Step 2
Score
apply the same anchored criteria to each review
Step 3
Coach
turn evidence into one focused action plan
Step 4
Recheck
review the target behavior on a due date
Consistent evaluations
Connect every rating to observable behavior, evidence, and a follow-up action so reviewers share a practical standard.
Describe what 1, 3, and 5 look like for accuracy, empathy, ownership, and resolution so supervisors share a standard.
Pair scores with call timestamps, chat quotes, ticket links, or account examples that explain what the reviewer observed.
Capture a priority behavior, practice action, owner, and recheck date to create a usable coaching record.
Match the operating model
Keep shared competencies, then show channel-specific criteria only when they apply.
Opening, verification, listening, accuracy, call control, hold handling, resolution, and closing, with timestamps for coaching evidence.
Written clarity, tone, troubleshooting sequence, internal notes, response ownership, and clean disposition codes.
Brief interpretation, expectation setting, timeline control, risk escalation, collaboration, and account documentation.
Independent scoring, variance notes, agreed ratings, and rubric-change owners help reviewers align on edge cases.
Build the scorecard
Shape the generated form around your rubric, routing, evidence, and follow-up process.
Name the role, channel, cadence, identifiers, and decisions the review supports. Include your existing rubric when available.
Remove overlaps, define anchors, add not-applicable choices, and decide whether critical failures sit outside the weighted score.
Show call-control criteria for voice, writing criteria for tickets, and follow-up fields when coaching is required.
Send responses to a team workflow, compare criterion patterns, and revisit the coaching action on its recheck date.
Choose the review method
Compare notes, spreadsheets, and a form with scoring guidance.
Field guide
Use these six sections to keep questions observable, scores interpretable, and follow-up actions specific.
Review context
Capture enough context to find the work again and understand where the score came from.
Competency rubric
Group observable criteria into a few meaningful dimensions instead of one long list.
Ratings and weights
Define rating anchors in plain language, set deliberate weights, and keep designated critical checks visible.
Evidence
Ask for the phrase, action, timestamp, excerpt, or outcome supporting an unusually low or high score.
Coaching conversation
Summarize strengths, select limited priorities, and let the agent add context before agreeing on practice.
Action and recheck
Close with an owned, dated action and identify the evidence to sample during the recheck.
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Open toolFAQ
Answers for support and agency managers.
It is a scorecard for assessing work against defined criteria and recording context, ratings, evidence, coaching priorities, comments, and follow-up.
Common dimensions include verification, listening, discovery, accuracy, empathy, call control, ownership, resolution, documentation, and closing. Define observable rating anchors.
Use behavioral anchors, not-applicable options, evidence for unusual scores, and calibration sessions. Record scoring differences and clarify ambiguous wording.
That is an operating-policy choice. Separate yes-or-no fields keep designated critical behaviors visible. Define each check, when it applies, and its follow-up route.
Yes. Keep shared dimensions, then show channel-specific sections. Voice reviews can cover call control; ticket reviews can cover clarity and documentation.
Discuss evidence, recognize strengths, and choose one or two priorities. Record the practice, support, owner, success indicator, and recheck date.
Yes. Makeform offers unlimited free forms and responses, so you can generate, edit, publish, and collect evaluations without a response cap. The paid tier removes the Makeform badge.
Responses can stay in Makeform or go to Google Sheets, Slack, and Zapier for review, coaching, or follow-up tracking.
Replace vague ratings with reviewable evidence.
