Getting started

We understand that, where quality scores are used as a performance management (and bonus) metric, it's important to ensure that Agents and Team Leaders have the opportunity to challenge results in a methodical, constructive, fair and, most importantly, efficient manner.

However

It can also be useful to set a deadline as to when these queries must be opened which is why we're delighted to introduce Query Deadlines which restricts the opening of a new query when the evaluation publish date has gone beyond a certain timeframe. For example (30 days). This helps the process to keep moving and avoids having to discuss evaluations from 4 or 5 years ago.

Default deadline settings

By default, the deadline is set to 720 days (2 years) for everyone using the query feature. This can be easily changed by following the steps below.

Changing the deadline

Reaching the configuring Query Settings screen

Navigation prompt

Go to SETTINGS> Click Quality settings > Click the Workflow tab

From here, if you have queries enabled you will now see the following option

To update the deadline, enter the number of days (min = 1 max = 999) you wish to set as the deadline and hit the save changes button at the end of the page.

Please note:

• The new deadline will only take effect for any new queries attempting to be opened going forward.
• Changing the deadline will not have any impact on queries that are already opened.
• If the evaluation published date changed (eg: because an evaluation has been edited) the count of days will be based on the new evaluation publish date. 

Example Scenarios

To help understand this new feature in action, here are a couple of scenarios: 

Scenario 1

Evaluation Publish Date was: 5 days ago
Query day limit: 4 days
Outcome: can't query

Scenario 2

Evaluation Publish Date was: 5 days ago
Query day limit: 6 days
Outcome: can query

Scenario 3

Evaluation Publish Date was: 5 days ago
Query day limit: 5 days
Outcome: can query