How do I create a work-queue of contacts to evaluate?

 Getting started

You can use EvaluAgent to create work queues of contacts to evaluate by following the process of selecting a contact to evaluate and then, at the end of the process, assigning the contact to someone (including yourself) to evaluate later.

 

 The options available for saving the contact to the work-queue are as follows:

  • Do not assign to anyone – this places the contact into the work-queue making it available for anyone with Evaluator permissions to evaluate the contact at a later date.
  • Assign to me and evaluate later – this places the contact into the work-queue making it available for me to evaluate at a later date.
  • Select a specific evaluator from the list of users presented - this places the contact into the work-queue for them to evaluate at a later date.

Contacts saved using one of the three options referenced above appear in the work-queue. From here, contacts can be filtered.

 

Limiting the number of contacts assigned to Agents and/or Evaluators

You can limit the number of contacts that can be assigned to a specific agent or a specific evaluator in the work queue in Quality Settings. 

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