How do I create prompts to help evaluators select the right types of contacts to evaluate?
Overview
Channel prompts are text messages that appear randomly to evaluators when they select contacts for evaluation. Prompts help guide evaluators in selecting specific types of contacts, avoiding contact selection bias when evaluators choose contacts on their own.
For example, you may want evaluators to select calls with a specific duration from a given day at a given time.
Getting there
Go to Settings > Quality Settings > click the Prompts tab
From here, you can add as many text prompts as needed for each channel.
How prompts work
Once you have defined your prompts, when an evaluator selects a contact for evaluation, one of the prompts will appear randomly based on the relative weighting you assign.
A prompt with a weighting of "10" will appear (on average) ten times more frequently than a prompt with a weighting of "1"
Prompts are associated with specific contact channels (for example, Phone, Email, Chat)
Multiple prompts for the same channel are rotated randomly based on their weights
Adding a new prompt
Click + New prompt
Complete the fields in the pop-up window:
Channel: Select which contact channel this prompt applies to
Prompt: Enter the text evaluators will see
Weighting: Enter a number to control how often this prompt appears relative to others
Click Create (or Save)
Understanding weighting
Weighting controls the relative frequency of prompt display when multiple prompts exist for the same channel:
Equal weights (for example, all set to 5): Equal chance of appearing
Different weights (for example, Prompt A at 8, Prompt B at 2): 80/20 split in display frequency
Single prompt per channel: Weighting does not matter since it will always show
Managing prompts
Edit: Click the Edit button next to a prompt to change the channel, text, or weighting
Delete: Click the Delete button to remove a prompt. Prompts used in active assignment builders cannot be deleted -- you will see a tooltip explaining this
Best practices
Keep it concise: Evaluators should be able to read and understand the prompt quickly
Be specific: Relate the prompt to the channel's unique characteristics
Use higher weighting for critical reminders: Increase weight for compliance or high-priority prompts
Test and adjust: Monitor which prompts appear and adjust weights as needed