Introduction

A work queue is simply a list of contacts that need to be evaluated, and evaluators access their work queue via the Evaluate tab in the Quality App. Work queue templates are the mechanism by which you can automatically generate pre-configured work queues.

To help you create work queue templates, the platform guides you through a three-step process;

Step 1: Assign the agents you wish to include.

Step 2: Add contact-types and evaluation quotas for the assigned agents, and then distribute the evaluations amongst selected evaluators.

Step 3: Confirm your selections and publish the template.

Once published, a work queue template will automatically (and randomly) assign specific types of contacts to specific agents and specific evaluators at specific times.

An Example

You create a work queue template to randomly select 4 "registration" calls each for 5 "new starter" agents once every week. You then choose to distribute the evaluations amongst 2 specific evaluators with the first evaluator assigned 60% of the workload and the second evaluator assigned 40% of the work. You then publish the template with the following outcomes:

  • The first evaluator is assigned a work-queue of 12 (4 x 5 x 60%) randomly selected "registration calls" to evaluate.
  • The second evaluator is assigned a work-queue of 8 (4 x 5 x 40%) randomly selected "registration calls" to evaluate.
  • Together, the two work-queues cover 20 calls to evaluate which would be selected to ensure that all 5 of those new starter agents receive their quota of 4 evaluations per week.
  • This template would be used to repeat this process every week until edited or deactivated.

Benefits of work queues

The feature is designed to make your life easier, and to reduce bias when assigning contacts to evaluate.

  • Save time: Templates automatically publish work queues at regular specified intervals. This can save hours (if not days) of effort for quality team managers who currently have to manually assign evaluations to quality team members and team leaders.
  • Increase Trust: With the system set up to randomly assign contacts to evaluate, agents can be more confident that evaluations are not being "cherry-picked picked to catch them out".
  • More value: With less time and effort spent organising work and managing those objections, evaluators are freed up to spend more time working on the activities that add value and drive improvement - scoring and using the results to drive effective coaching conversations!!

Help Video

Getting started

Go to Admin>Settings and click to View work queues. Please note that you will need to be assigned the relevant permission to access the work queues icon in Admin.

You'll be directed to the Work-queue templates screen where you'll be able to create your first work queue template.

Simply click the button: + New work template to start the process...

Assign a Template name and a Replenishment cycle

  • Template name: Add a unique name for this template. Please note that, in order 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're ready to start adding details to the template.

As mentioned above, there are three steps to complete and you'll be automatically guided to Step 1...

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 & assign evaluators

Click the + New contact type button to add the types of contact you wish to evaluate. You have two 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 have at least one live connector importing contacts from your contact management system into EvaluAgent.

If available, the list of live connectors is presented and you'll be prompted to choose one.

Next, you set an evaluation quota for each agent. For example if you configured work queues to be replenished every 4 weeks and you set a quota of 10 here, then each agent in your work queue will be evaluated 10 times every 4 weeks for this work type.

Based on the example we've used so far to illustrate the process - we assigned 8 agents in Step 1 and based on the parameters selected above, this work type is to be evaluated 10 times per agent.

As a result, there are currently 80 contacts to be evaluated. So, lastly, you now need to assign evaluators to this work-type. You do this by selecting evaluators are assigning a % share to each user.

Once all parameters have been set, the contact-type is saved and it appears in the table as shown below.

Option 2: Prompted contacts

If you don't have any integrations set up, you could add prompted contacts.

For prompted contacts, the process is almost identical to that described above. However, instead of selecting an integration, you'll be asked to add a channel and a prompt that effectively instructs the evaluator on the type of contact to evaluate.

Prompts for each channel can be configured in quality settings. See the guide

You can repeat the process of adding work-types to a template as many times as you wish, building up the work queue and it's quotas based on a range of different contact types.

Step 3: Review and publish the resulting work queues

Once you've added all of the contact-types and agent quotas for this template and you've allocated the resulting workload amongst your team of evaluators, the template is ready to be used to generate a work queue for each of those assigned evaluators.

Before publishing, the system summarises the template on the third tab...

When you're ready, click the Publish button and you'll be prompted to choose the date and time that the template will be used to publish the very first set of work-queues. You'll also be prompted to re-confirm how often work-queues will be replenished.

Success!

Once published, the work queue template will automatically (and randomly) assign specific contact-types to specific agents and specific evaluators at specific times!

In the example we've used here to describe the process, the two evaluators assigned (Alex and Dianne) will each have 40 evaluations allocated to them. The contacts to evaluate will be randomly selected from contacts imported via the "Zendesk: All tickets < 30 days" connector.

The resulting 80 contacts will cover the 8 assigned agents. Finally, unless edited or deleted beforehand, the template will automatically run again in 4 weeks time to replenish Alex's and Dianne's work queues with another batch of 40 evaluations each, thus ensuring that the assigned agents continue to receive a regular quota of evaluations.

The resulting work queues

Those 40 evaluations are now available for Alex, and when he access the Evaluate tab, he'll be presented with his work-queue of randomly selected contacts to evaluate.

In the event that there aren't enough imported contacts available to fill an evaluator's work-queue when the queue is first published, then messaging at the top of the table (See below) informs the evaluator as to the status of their work-queue.

Contacts are imported on a regular basis and, when any import job next runs, the resulting batch of newly imported contacts will be sampled in order to fill any gaps in the evaluator's work queue.

This process will continue until one of the following events occurs; (1) the work-queue is filled; (2) the template runs again and the work-queue is replenished (See below); or, (3) the work-queue template is deleted (See below).

Replenishing work queues

After a template publishes it's very first set of work queues, it will repeat the process at regular intervals (whilst it remains active) based on it's assigned replenishment cycle. (E.g. once a month, once every 13 weeks, on the 1st of every month, every 3 days).

Whenever a template replenishes a work-queue, any incomplete evaluations remaining in the work-queue from a previous run are dealt with as follows:

  • Any incomplete evaluations that have been assigned an actual imported contact remain in the work-queue.
  • Any incomplete evaluations not yet assigned an imported contact (unfilled quota) are removed from the work-queue.
  • All incomplete evaluations assigned to a manual prompt remain in the work-queue.

If you do wish to delete or re-assign any or all incomplete evaluations from a previous or current run, it's a very straightforward process...

Deleting / re-assigning work queues

Users assigned the permission to Delete & re-assign contacts can do this one by one (or in bulk). Firstly, tick the box(es) adjacent to the relevant incomplete evaluations and secondly, press the button that matches the outcome you wish to achieve.

Deleting work-queue templates

Templates can be deleted at any time by clicking Delete on the row of the template you wish to delete.

When a template is deleted, the scheduled next run is cancelled and it will never again be used to generate work queues.

If a template has been used to generate work queues, as well as deleting the template, you'll be asked if you wish to remove any incomplete evaluations remaining in the work-queues generated by this template.

If you choose Yes, then any incomplete evaluations remaining in the work-queue from this template's last run are dealt with as follows:

  • Any incomplete evaluations that have been assigned an actual imported contact are removed from the work queue and the contacts are returned to the imported contacts table.
  • Any incomplete evaluations not yet assigned an imported contact (unfilled quota) are removed from the work-queue.
  • All incomplete evaluations assigned to a manual prompt are removed from the work-queue.

If you choose No, then any incomplete evaluations remaining in the work-queue from this template's last run are dealt with as follows:

  • Any incomplete evaluations that have been assigned an actual imported contact remain in the work queue.
  • Any incomplete evaluations not yet assigned an imported contact (unfilled quota) are removed from the work-queue.
  • All incomplete evaluations assigned to a manual prompt remain in the work-queue.

Understanding how templates and evaluators are performing

It's possible to track the progress of a specific instance of a published work queue template by viewing the Progress report.

Clicking the Progress button reveals the following report where you can search for a specific work-queue template to understand how it is being processed...

Clicking View, reveals how each of the assigned evaluators is processing their assigned work queue...

While viewing the progress page, you also have the option to reduce the number of contacts awaiting an imported contact. By selecting the 'edit' option on the page, and reducing the number for each evaluator:

You can also pause a Work Queue Template to stop it from running again in the future. On the Work Queue Templates table, one of the options is "Pause"

A paused work queue won't generate new contacts. To resume it, just click on the resume button:

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