Improve workloads % distribution logic (evaluations count per analyst)
Even though every Quality Specialist has a specific distribution rate (%), same analysts have less tickets assigned than others, week after week. Ideally, Playvox would keep an eye on the overall distribution over the time of each workload to ensure that each analyst receives roughly the same amount of tickets to evaluate.
AdminIsa Xavier
(CSM, Playvox)
shared this idea
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saqib rafi
commented
When you set up your Evaluate the Analyst Workload (Reviews workload) to select, say, 20% of evaluated interactions, it's going to be randomized. For example, if Analyst A evaluates 10 cases and Analyst B evaluates 20 cases, the review process involves selecting 6 cases at random from the total 30 cases.
We would like to have a percentage per analyst, indicating it is proportionally divided among individual analysts based on their caseloads. From the above example, Playvox should calculate and fetch 2 cases from Analyst A and 4 cases from Analyst B to make it fair and square distribution.