Reviewing Interactions

If you are a QA Reviewer and you'd like to begin reviewing your Assignments, click on the QA tab in the main navigation bar at the top of the screen, then select Assignments from the dropdown menu.

You will see a list of all Assignments for which you are a selected reviewer. You'll also see details about the Assignment (cadence, due dates), the Status (New or In Progress), the Progress of the Assignment, a list of Team Members to be reviewed and a list of Reviewers assigned to the Assignment.

From here, you can take additional actions, such as reviewing the Assignment details to review the history of the Assignment, or choosing to start to Review the Assignment. Additional options to copy the Assignment to create a new Assignment based on the existing criteria or archive the Assignment are available from the three dot icon to view more actions. If you are looking to edit an assignment to make changes to the participants you can do so from the Assignment Details page based on the QA permissions allocated to your role. ​

To begin your work and start conducting QA reviews, select Review under the Actions section. Agent Connect will automatically select an interaction that meets your assignment criteria for you to review.

We will continue to select interactions for you that match your assignment criteria until you've met your target for the assignment, or until eligible interactions run out. If there are no eligible interactions, check back later or utilize the QA Assignment Out of Interactions Preference setting to serve up additional interactions that may not match the original criteria.