What is Auto Publishing?
Auto publishing is an evaluagent feature that enables clients using an entirely automated scorecard to automatically publish evaluation results to reports without requiring a human evaluator to go into the contact to hit the publish button.
A user called ‘Co-pilot’ will be used to signify evaluations that have been autopublished.
By following the navigation prompt, you will be directed to the auto work queues screen where you can set up auto publishing within a work queue template.
To begin, start by assigning agents who will be evaluated with this template. This is set on the structure page under user management.
Once agents to be evaluated have been selected and saved, the next step is to add a contact type and assign evaluators. Select a filter where contacts will be randomly sampled from.
Please note that auto publishing works if you have selected imported contacts as a contact type. After this is done, choose how you would like to treat tickets with multiple responses then select a date range from which you would like the contacts to be sampled from. This ranges from 24 hours to 180 days.
Next, select an evaluation mode and a scorecard you would like to evaluate the contacts against.
Note: The autopublish options apply if you have selected a scorecard with only automated line items. If a manual scorecard is selected i.e. with manual line items or manual evaluation outcomes, the process will continue as you have it currently with a human evaluator scoring the contacts.
If an automated scorecard is selected, you will be presented with the following options;
- Option 1: Yes, publish without review would mean results from the evaluation would automatically go to reports upon completed evaluation.
- Option 2: No, require human review would mean an evaluator would need to go into the evaluation and click the publish button to go to reports.
Lastly, you will need to set your target number of evaluations per agent and evaluator. The latter is a necessary step as the co-pilot will attempt to auto publish these evaluations to reports but in the event of any errors in the automated process, the evaluations will be reassigned to one of the evaluators you nominated.
Proceed to save then review and publish confirming that all details are satisfactory.
Auto Publishing Logs
To keep track of events relating to co-pilot and auto publishing, we have added the following events;
- Evaluation auto published: This log accounts for when an evaluation has been published without human review.
- Edited evaluation: This log accounts for when a human evaluator edits a published evaluation in the case of a system error.
- Safety net evaluation: This log accounts for when an evaluation has been reassigned to an evaluator in the case that some automated line items could not be completed therefore the evaluation will not be auto published.
Notes
- An evaluation will only auto publish if all automated line items are completed.
- A human evaluator can edit a published evaluation and amend the evaluation to themselves. This will be captured within the audit logs.
- If an evaluation fails to auto publish, it would stay in progress on the contacts to evaluate table for the fallback evaluator to pick up.
- Users who have the permission to access these features and to build auto work queues will be notified via in-app notifications in the event that an evaluation fails to auto publish.
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