How do I set up an auto work queue?
Navigation prompt
Go to Evaluate > Click Auto work queues > Click the button + New work queue template
Configure the template
By following the navigation prompt, you'll be directed to the following screen, where you'll be prompted to enter some basic information about the template.
Template name: Add a unique name for this template. Please note that, to avoid confusion, names must be unique and cannot be the same as any previously created templates (including deleted templates).
First publication: It's not necessary at this point, but once you've configured all of the template details, at the end of the process, you'll be asked to set the date and time that the template will be used to publish the very first set of work-queues.
Replenishment cycle: After that very first publication, an active template can be configured to replenish work-queues on a daily (to run every n days), or weekly-cycle (from once a week, up to once every 52 weeks), or on a specific day (1st to the 28th) of each month.
This replenishment cycle obviously influences how you set quotas for the template, so this is why you need to decide on the cycle here at the start of the process. Returning to the example above, if you want the template to generate 4 evaluations per agent per week, and you want work-queues to be replenished once a week, then (as part of a latter step) the quota you assign to each agent would be 4. Alternatively, if you wanted to replenish work-queues on the 1st day of every month, then the quota you assign to each agent would be closer to 16 (4 per week x 4 weeks in a month).
Once you've named the template, assigned a replenishment cycle, and clicked Create template, you'll be directed to the first of 3 steps required to assign quotas to the template.
Step 1: Assign agents
You first land on the Assign agents tab where all active agents will be listed. You simply select the agents you wish to be covered by this template by ticking the relevant names. You can tick individuals or any level of your organisational structure to auto-select all groups / teams / agents underneath.
There are a few points to reference here: (1) Only active agents are visible; (2) As soon as any previously selected (ticked) agent is made inactive via User Admin, they are removed from the template automatically so that future work queues generated by the template will not include evaluations for agents who have left the business; and (3) Active agents can be added to more than one template.
Once you've ticked the agents you wish to be covered by the template, press Save and move onto the next step, by clicking the second tab.
Step 2: Add contact types and assign evaluators
Click the + New contact type button to add the types of contact you wish to evaluate. You have 2 contact types to choose from.
Option 1: Imported contacts
First of all, it's worth mentioning that this option is only available if you've set up an integration and you have configured at least one active filter.
Navigation
If an active filter has been created then a list of the active filters is presented and you'll be prompted to choose one.
Once you've selected the filter that will be used to populate the work queue, you'll be prompted to select how you will allocate tickets that contain multiple responses.
Next, you select a date range or look-back period to sample. For example, if you select the last 24 hours, only tickets from the last 24 hours will be randomly sampled for this work-queue.
When an auto work queue is initially published it will start to fetch contacts based on the selected date range specified in the "Sample contacts from" field. If for example this was set to "Last 7 days", when the queue is published it will look back for contacts from the previous 7 days. If the number of contacts to fill the agents' quotas are not achieved after the publication of the auto work queue, then on the following day the system will look again at the "Last 7 days" from the current date and not the date that the auto work queue was published. This effectively means that the "Sample contacts from" setting is a rolling period from the current date.
Next, you set an evaluation quota for each agent. For example, if you configured work queues to be replenished every 1 week and you set a quota of 4 here, then each agent in your work queue will be evaluated 4 times every 1 week for this work type.
Based on the example we've used so far to illustrate the process -- we assigned 7 agents in Step 1 and based on the parameters selected above, this work type is to be evaluated 4 times per agent.
As a result, there are currently 28 contacts to be evaluated. So, lastly, you now need to assign evaluators to this work-type. You do this by selecting evaluators and assigning a % share to each user.
Attaching a scorecard to an auto work queue
If you wish, you can attach a scorecard to your auto work queue. This means the evaluation mode and scorecard are pre-selected for the evaluator when they open the evaluation, saving them time.
Additionally, if your scorecard contains automated line items, any automated line items will be pre-scored for the evaluator so they no longer have to press the SmartScore button.
To take advantage of this optional feature:
Select an evaluation mode