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 the total number of evaluations completed compared to what was assigned to the queue.
Ericka Aguilar
shared this idea
Hello,
We are happy to announce that this feature is now available in Playvox QM. If you want to know more you can check our October release documentation in the Help Center.
Regards,
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Hey,
I'm Paulina from the Playvox Product team!We have been discussing and analyzing this idea within the team but we want to ensure that this new feature and solution aligns seamlessly with your needs. Your experience and perspective are crucial to us, so I would love to hear from you and have a better understanding of the use cases and challenges you are currently facing. We are committed to providing solutions that genuinely enhance your team's workflow, and your input will greatly contribute to delivering an accurate and efficient solution.
Looking forward to hearing back from you all :)
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Villiam
commented
Agree with Deniece. This is critical to all the organization. Kindly prioritize on this.
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Villiam
commented
Workloads: Ability to set the workloads as a pool, all the assigned Analysts can start evaluating the agent's standalone sample in the pool freely without distribution.
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Heather Westwood
commented
This will help our team manage our workloads effectively.
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Deniece Burton
commented
This is exactly the requirement we were going to request. We have certain workloads were assigning an analyst is perfect and this works well.
However we also have adhoc auditing requirements where it would be great to set up the workload and assign a group of analysts, but they could jump on to that workload and work how ever many they could manage. EG agent goes off sick, we could reassign the workload to the rest of the team to pick up whatever they could manage, rather than assigning to specific auditors.
This is an urgent requirement for us as it present we are having to edit workloads on a near daily basis - which is time consuming.