Settings and activity
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Current workload assignment:
We based the assignment per team member(individually).
Type of sampling -> By Team/Agent
Number of evaluations -> Even distribution per team member (see screenshot below).
For example, team X has 20 agents and we require 10 per agent for a Total of 200 interaction to be Evaluated
New/expected Workload assignment:
The new approach will be based on total interactions that will be evaluated as a team, not at the team member level.
Type of Sampling -> Percentage or exact number
Total Interactions to be Evaluated -> Assign the total number of evaluation by team regardless of the agent distribution.
For example, We need 200 Interactions to Bring From Filter by team x, in that case we are expecting an uneven distribution where some team members would have more interactions than others.
Blocker: we cannot select the team if we use the Type of sampling by "percentage or exact number". This is a problem, because we have multiple vendors working on the same Workflow (using the same Quality filter on Playvox) and we cannot differentiate them on the Quality filter level.
Therefore, we can't create a workload per "vendor + workflow" and it would cause some of our vendors to get a lower/higher number of evaluations that is against our Key Performance Indicators.