57 results found
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Workload connected to multiple filters
We need to discover how choosing more than one filter will work with the sampling
Workloads : Multiple Filters.Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable. Also, some of our agents work on calls, chats and email. By creating 3 workload, we evaluate some of them more than the scheduled evaluations number to reach.
Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable.
Two parts.…
23 votes -
Substitutions for Multiple Analysts
Redistribute evaluations across multiple analysts (Team Leaders etc.) for both the substitutions (on PTO) & the re-assignments
19 votes -
Workload Open Queue
Currently, Workloads assign a static list of evaluations per analyst. This is not an efficient workflow for larger teams.
A setting which ran workloads without analysts assignments would be helpful. The workload would run with the typical date, frequency and filter settings, but instead of assigning lists for each analyst, the user would add their analysts and allow them to work from an open 'bucket' of interactions.
Analysts would take ownership of an interaction by completing the evaluation and it would be removed from the open queue of interactions.
Users would be able to see which analysts completed evaluations and…
14 votes -
Ability to set a fixed number in a workload to analyst's distribution.
Currently, the analyst distribution step in a workload only lets us distribute a percentage of the estimated interaction volume to be assigned. We need to be able to set a fixed number for each QA analyst to distribute the estimated volume. That way, across multiple workloads every week we can determine their total assignment.
13 votes -
Manual agent assignment in workloads
It would be very helpful to have the option of assigning specific agents for evaluation to specific analysts. Reason: some analysts may not be fully capable of evaluating specific agents due to language barriers, etc... YES, one could technically make a separate workload for that language, but there are other instances in which this could be useful, especially if agents can be reassigned MID-WORKLOAD period (an analyst is away on vacation or is ill, etc...).
10 votes -
Evaluations increase or decrease based on QA score
The client would like to have automated workloads. The number of evaluations increases when the agent's overall QA score is low and the number of evaluations decrease when the agent's overall QA score is high.
9 votes -
New type of sampling -> Percentage or exact number of evaluation by team
We'd like to have an additional type of sampling function based on the "Percentage or exact number of evaluation by team", not by team member or by filter as these are the options available now.
6 votes -
Large Team Workload Automations
Create a more efficient way for larger groups of analysts to be updated & managed within workload creation & edits as team changes happen
6 votes -
Ability to use decimals in a workload for QA assignment
We need the ability to use decimals when dividing the estimated volume to QAs in a workload. I.e. Currently, if you have 5,000 interactions estimated to be divided among 100 QAs the difference between the allocation of 1% (50 interactions) and 2% (100 interactions) is not providing a fair distribution.
5 votes -
See the drafted version of the evaluation they started earlier on the actual workload
Whenever the analyst is completing a workload, the client would like to see the drafted version of the evaluation they started earlier on the actual workload without needing to go to the "draft" tab. Also, to avoid confusion the client would want to have only one draft per ticket/ evaluation and not multiple for every time he saves that same evaluation as a draft.
5 votes -
Add the ability to approve or remove the ability to skip interactions in WL
Analysts are skipping interactions that they consider too hard, too long or too low scoring and don't want to score, approving will make it easier to track
5 votes -
Enhance Workload Reporting
We'd like to have the option for an automated "Workload Status Report" email that can be sent out daily, weekly, monthly, quarterly, etc. that would provide insights into the current period's workload activity to see things like total time spent evaluating so far per analyst, individual and overall completion rate, number of skips, average scores by team and scorecard, as well as any trends perhaps tracked by AI. We'd also like to have the ability to export all workload data/reports which currently doesn't seem to exist on the Quality>Workloads>Reports pages.
4 votes -
Ability to substitute interactions
Add the ability to substitute a manually located interaction ID into an existing workload. When workload generated interactions aren't within scoring parameters, the substituted interaction will count as an evaluation in that workload. This would make Workload Reporting display an accurate % of evaluations completed.
4 votes -
Ability to set the days of the week (ex. M - F) when workloads will run
Currently, workloads that are scheduled to run daily will run everyday. We do not have the ability to restrict workloads from running on certain days. If, for example, all of our QAs are off on weekends, we want to be able for the workload to not run on Saturday or Sunday.
4 votes -
"Live" workloads, not looking at past interactions
Currently you need to set up workloads based on past interactions, I can't set up a workload to find one call randomly per agent for calls taken this week unless I re-assign a workload everyday and still the analyst will need to keep note on who've they've evaluated and who they haven't
4 votes -
To be able to organize the agents in the workload by alphabetic order
To be able to organize the agents in the workload by alphabetic order so it easier to find them
3 votes -
View My Workload - URL Needs to Point to actual Workload
Currently, the "View My Workload" link in the "You have a new workload assigned" notification email directs the user to the Community page, not the workload.
User would like "View My Workload" URL to direct user to the specific assigned Workload.
Thanks
3 votes -
Skip evalutation
When you're skipping one chat/ticket in workload, another one is not
loading instead of skipped one, and that reduce the total amount of chats.3 votes -
Workloads - End date
That the workload stops completely, when the end date is reached. Although no more interactions are assigned, currently the status of the workload is still "Live" and analysts can enter that workload and complete the evaluations, the idea is that the workload will stop completely when an end date is set.
3 votes -
Report that lists any agents NOT allocated to a workload
We would really benefit from being able to run a report to confirm any agents that are NOT allocated to a workload.
It is confirmed via User Management if an agent is assigned to an active workload, so there is some kind of link of this data in the system.
Going forward and extension to this request would be to be able to export a report that lists all agents and what workloads they are allocated to.
3 votes
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