Creating assignments

As you create an assignment remember that the narrower your criteria for assigning reviews, the more likely it is that Agent Connect will be unable to identify interactions to distribute for review. Even if you have broad criteria, it is still possible that there might be too few interactions available for review. As Team Members handle more support interactions, more work becomes available for review.

1. In the Agent Connect navigation bar, select QA > Assignments.

   The QA Assignments screen appears.

2. Click New assignment.
3. Enter a unique Name for the assignment.

   For example, you might name the assignment to correspond with your team name or the interaction types in the assignment.

4. Specify a Cadence for the assignment, specifying the number of days in the assignment.
   Note: An assignment cadence can begin in the past, but the entirety of the cadence cannot be in the past. For example, you can configure a weekly cadence in the middle of the week, even though that cadence begins on a Monday. You cannot configure a custom cadence that ends before the current day.
   1. Select a cadence of either Weekly, Monthly, or Custom.

      Weekly cadences begin on Monday and end on Sunday. Monthly cadences begin on the first day of the month and end on the last day of the month.

   2. If you selected a custom cadence, the Start Date field, select the first day of the cadence, and in the Number of days field select the duration of the cadence.

   The calendar shows your cadence.

   

5. Select a Default Scorecard.

   When reviewers work on the assignment, this is the default scorecard for them. Reviewers can change the scorecard when starting a review.

6. Add participants to the assignment.
   1. In the Select reviewees field, select whether the assignment is to review interactions with one or more specific teams, or interactions with one or more specific Team Members.
   2. Begin typing in the text field to find teams or Team Members, and select the names to add their interactions to the assignment.
   3. In the Select reviewers field, specify who will conduct reviews of the reviewees. If you select Allocate to team leader, the Team Leader of the team or Team Members you selected as reviewees is assigned responsibility for reviews. Otherwise, you can select specific people in the text field. Make sure to add enough reviewers to manage the number of weekly reviews specified in the assignment.
   4. If you do not want reviewers to know which Team Members are associated with the interactions being reviewed, turn on the Hide team member from interaction when reviewing field.

      Selecting this option hides reviewee names and profile pictures during reviews.

   

7. In the Add filters section, set filters that exclude interactions from being selected as part of the assignment.
   1. Enter the number of days within which the interaction was recorded in Agent Connect.

      Interactions older than the specified number of days are excluded from the assignment.

   2. In the Exclude tags field, specify any tags from your CRM that you want excluded in the assignment.

      On the Integrations setup screen, the Interaction Fields section lists the custom properties configured for your company. If the Interaction Filter field is on, the field is available to use as a filter for QA.

      

   3. If you want to exclude interactions that lasted specific numbers of minutes, select those numbers in the Exclude Handle Time - Minutes field.
   4. If you want to exclude interactions with specific contact reasons, select those reasons in the Exclude Contact Reason field.

   

8. Set the number of interactions to be reviewed each week.

   You can allocate reviews across specific criteria, such as Star rating, Interaction channel, or Tags. Agent Connect selects interactions randomly from those that meet your criteria.

   1. In the Any interaction field, enter the number of interactions not meeting other criteria to be reviewed each week.
   2. Optionally, in the Star rating fields, enter the number of interactions with various star-rating ranges to be reviewed.
   3. Optionally, in the Integrated channels fields, enter the number of interactions from each channel to be reviewed.
   4. Optionally, in the Tags field, specify the tags from your CRM that must be associated with interactions for the interactions to be included in the assignment.

   For example, in the following image, the assignment includes at least 2 interactions that received from 1-3 stars, at least 1 interaction from each channel, and 3 other interactions that are not limited by criteria, for a total of 8 interactions:

   

9. Review the assignment summary at the top, right side of the screen.

   

10. When you are satisfied with the configuration of the assignment, click Save assignment., and then click Publish.

Publishing immediately distributes eligible interactions to reviewers, and makes other interactions available for distribution every week.

Reviewing interactions and assignments

If you are a reviewer in an assignment, the navigation bar QA > Assignments lists all the assignments for which you are a reviewer. The screen also shows your weekly review target, how many reviews for the assignment you have already completed for the week, and the number of remaining reviews you have left to complete.

If the selected interaction is not worth reviewing, click Select different interaction. This automatically assigns a different interaction for review, and marks the skipped interaction as ineligible for the assignment.

To see the progress of an assignment, on the QA Assignments screen click Details.

Archiving assignments

Archive an assignment to disables the assignment for all selected reviewers. Past reviews completed as part of an archived assignment remain active, and are accessible as normal.

To archive an assignment, on the QA Assignments screen click Archive.

How changing your team affects assignments

As you add new users or deactivate existing users on the Manage Team setup screen, Agent Connect automatically updates existing QA assignments to reflect the current state of your team hierarchy. For example, if you add a Team Member to a team that is already being reviewed as part of an assignment, that Team Member is included automatically in the assignment when progress resets at the start of the next week. Additionally, the target number of total reviews for the assignment is increased automatically.

Similarly, if you deactivate a Team Member that is a reviewee in an assignment, the weekly review target for that assignment is updated automatically to reflect the new hierarchy. For example, an assignment might require reviewing two interactions for each of 10 Team Members across two teams, for a total of 20 reviews per week. If one Team Member on either team is deactivated, the new target for the assignment is reduced to 18 total reviews.

If you have an assignment with specific reviewers, and you then deactivate one or more of those reviewers on the Manage Team screen, the remaining reviews allocated to those reviewers is evenly distributed among the remaining designated reviewers, increasing their workload.