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.
Christine
shared this idea
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Christine
commented
This would also make updating QA averages per agent much quicker when completed evaluations is exported. Some workloads are separated by different interaction timeframes so it's important to be able to view which workloads are associated with which evaluations. If an evaluation is done outside of a workload, but should count towards it, we need to be able to view that substitution as part of it to properly calculate agent scores per time period.