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...).
Heather Westwood commented
This will help manage workloads realtime.
Deniece Burton commented
being able to edit an active workload is becoming a critical need for us - we have just had a meeting discussing how we can work around not being able to edit active/current workloads for the current week.... all of which is creating work for us.
Live updates to workloads for absence/project work etc is a big requirement for us.
Matthew Prokop commented
to add onto this idea some more:
this would be particularly helpful in cases in which a PV client does not use Interactions because of a specific CRM setup or custom CRM that doesn't 100% work with Interactions, etc.
What would be great is if you could make a workload, select the analysts for said workload, and then either:
A. click and drag the agents to the analyst evaluating them
B. Select the agent needing to be evaluated and then assign an amount of evaluations coming from Analyst A, B, C, etc...
Option B might even be better.