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  1. When workloads are assigned to specific agents within a team, but not the entire team, it's difficult to figure out which agents don't have interactions available, but are supposed to.

    In the image of agent assignments, the first two 0/0 are on the team, but were never added to interaction assignments in the workload configuration. An agent who was added to assignments and should have 4/4 but has 0, will also show as 0/0. Adding a clear distinction of who is missing interactions will make it much easier to follow up.

    2 votes

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  2. 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

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  3. 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

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    Acknowleged  ·  3 comments  ·  Workloads  ·  Admin →
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  4. Assign not the # but percent of evaluations, like 5% per previous week

    1 vote

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  5. Ability to snooze assignments or set as 0% so the QA doesn't have to be removed from the workload if they are OOO.

    2 votes

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  6. 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.

    4 votes

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  7. 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

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  8. 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

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  9. "Create the Total Sampling Using: Quantity" sampling does not allow a number bigger than 1000

    3 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  10. Evaluations assigned via workloads should be showed to Analysts in chronological order, with older first and newest last. If we do weekly evaluations, then the time gap between ticket resolution to evaluated can be up to 13 days.

    Ex.
    Ticket resolved on Aug 1st, 2022
    Ticket assigned to Analyst on Aug 8th, 2022 via workloads.
    Analyst evaluates ticket on Aug 14th, 2022.

    2 votes

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  11. Allow the Interaction ID field to display as it is set in the filter. If you set to display the case number, it shows the case number on the workload interaction and not the interaction ID.

    2 votes

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  12. 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

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  13. Create a more efficient way for larger groups of analysts to be updated & managed within workload creation & edits as team changes happen

    6 votes

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  14. It's very difficult to determine what percentage has already been assigned amongst QAs in the workloads. With 40+ QAs, it is very difficult how many more percentage has to be assigned/deassigned to reach 100%

    1 vote

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  15. Currently the Workloads API can only return information of workloads that have ran. If scheduled workload information is retrievable, it will help with sampling and managing the workloads before it runs.

    1 vote

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  16. To be able to delete massively workloads insted of one by one.

    2 votes

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  17. When an Analyst is added / removed from a workload, it redistributes the evaluations equally amongst all Analysts. This requires us to take note of existing distribution and then recreate them. It should not reset distribution by default and users should be able to click on a button to reset it if needed.

    1 vote

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  18. When an evaluation gets deleted, it marks it as "Not Evaluated" for the analyst, impacting their completion rate. It should not impact their completion rate if deleted. It's sometimes out of QA's control.

    1 vote

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  19. Would be great to have the ability for Super Admin to update edit access on particular workloads to new admin(s) to access/edit vs creating brand new ones for select teams (and vs updating permissions so they can access all workloads for editing).
    OR ability for new admins assigned as team leaders to be able to access existing workloads tied to their team created by other/previous team leaders.

    There's quite a bit of transition at points throughout the year with admins/team leaders and having to create new workloads that new admins are able to edit for their team is pretty tedious.…

    2 votes

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  20. If a workload is not completed before a new assignment is distributed, analysts are unable to work on the previous items that were assigned to them and can create a gap in work that QA needs to complete. This must manually be captured and completed outside of the workload.

    Would love to see the ability to complete the previous assignment and/or have the functionality to catch this and the future assignment to reflect what was missed. This will ensure that there are no gaps from a controls perspective

    2 votes

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