How to add a deadline to Queries
Overview
When quality scores are used as a performance management metric, it is important to give agents and team leaders the opportunity to challenge results in a fair and efficient manner. Query deadlines help keep this process moving by restricting when new queries can be opened, based on how long ago the evaluation was published.
For example, you can set a 30-day deadline so that queries cannot be raised on evaluations published more than 30 days ago. This avoids revisiting evaluations from months or years in the past.
Default deadline
By default, the deadline is set to 720 days (2 years) for everyone using the query feature. You can change this at any time.
How to change the deadline
Getting there
Go to Settings > Quality Settings > click the Workflow tab
If you have queries enabled, you will see the deadline option:
To update the deadline, enter the number of days (minimum 1, maximum 999) and click the Save Changes button at the bottom of the page.
Important notes
The new deadline only takes effect for queries opened after the change. Existing open queries are not affected.
If the evaluation publish date changes (for example, because an evaluation was edited), the day count is based on the new publish date.
Example scenarios
Scenario 1
Evaluation published: 5 days ago
Query deadline: 4 days
Result: Cannot raise a query (deadline has passed)
Scenario 2
Evaluation published: 5 days ago
Query deadline: 6 days
Result: Can raise a query (still within deadline)
Scenario 3
Evaluation published: 5 days ago
Query deadline: 5 days
Result: Can raise a query (exactly on the deadline day)