Before we start - What is a work queue?
A work queue is just a list of contacts to be evaluated, and work queue templates are the mechanism by which you can configure the system to automatically generate work queues that match pre-configured criteria. To create templates, the system will guide you through a simple process comprising three steps;
Step 1: Assign the agents you wish to include.
Step 2: Add contact-types and evaluation quotas for the assigned agents, and then allocate the evaluations to selected evaluators.
Step 3: Confirm your selections and publish the template.
Once published, a work queue template will automatically (and randomly) assign specific contact-types to specific agents and specific evaluators at specific regular intervals.
For example, you could publish a work queue template to randomly select 4 specific types of calls per agent per month for all new starters, and then distribute the evaluations amongst two specific evaluators. On logging into the system, each of those two evaluators would simply access a list of evaluations to complete matching the pre-configured criteria.
Benefits of work queues
The feature is designed to make your life easier and reduce bias when selecting contacts to evaluate.
- Save time: Templates, once set up, will publish work queues automatically at regular intervals. This can save hours (if not days) of effort for quality team managers who currently 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 objections, evaluators are freed up to spend more time working on the activities that drive improvement - evaluation and using the results to drive effective coaching conversations!!
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.
Work Queue Settings
Obviously, as each evaluator completes evaluations, their work queue of assigned contacts will be reduced. So, before you set up any work queue templates, you'll need to decide how often your templates will be used to replenish work queues.
So, on first entry, you'll be prompted to configure this setting. Don't worry, you can edit this at any time in Settings.
On pressing Next, you'll be taken to the work queue templates screen where you'll be able to set up your first work queue template. Simply click the button: + New work template to start the process...
Assign a name to the Template
Once you've named the template 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 couple of points to reference here; (1) Only active agents are visible; and, (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.
Once you've ticked the agents you wish to include, press Save and move onto the next step, by clicking the second tab...
Step 2: Add contact types & assign evaluators
To start, add the types of contact you wish to evaluate - These can be one of two types:
Type 1: Integration - These are contacts that are to be randomly selected from filtered contacts imported by a specified integration-connector that's been previously set-up.
Type 2: Manual - These are contacts that are to selected by evaluators based on specific manual prompts that you can configure here.
Let's start by explaining the first contact type: Integration
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 are prompted to choose one.
You'll then be prompted to select a look-back period. With this choice, you're effectively telling the system how far it can look back in time to randomly select an imported contact. For example, if you set the look back period to be ten days, then only contacts less than ten days old will be sampled in order to fill work queues. Please note: The maximum look-back period for a connector is set when you set-up your integrations.
Next, you set an evaluation quota for each agent for your configured evaluation cycle. 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.
You can repeat this process as many times as you wish, building up the work queue and it's quotas based on a range of different contact types.
So, at this point, you could add another Integration contact type by repeating Step 2. Alternatively, you could add a contact type based on manual prompts. Obviously, if you don't have any integrations set up, this is your only choice.
For manual contact-types, the process is almost identical to that described above. However, instead of selecting an integration connector, you'll be asked to add a channel and a prompt describing the type of contact to manually select.
Once you've added all of the contact-types and agent quotas for this template and you've allocated the resulting evaluation workload amongst your team of evaluators, you then move onto the final step, by clicking the third tab...
Step 3: Review and publish the template and generate the resulting work queues
Once you've assigned agents, added contact types, quotas and evaluators, the template is ready to be used to generate a work queue for each of the assigned evaluators.
Before publishing, the system summarises the template and, if imported contacts are to be used as the basis of those work queues, the system will give you a sense of whether or not the quotas are likely to be filled based on the current volume of imported contacts available.
If a quota is unlikely to be filled as per the example below, clicking the information icon will help you to understand how best to "tweak" your template to improve the chance of the quota being filled.
When you're ready, click the Publish button and you'll be given the option to publish now or at a time in the future.
Once published, the work queue template will automatically (and randomly) assign specific contact-types to specific agents and specific evaluators at specified regular intervals.
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, and all selected contacts no older than 5 days. 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 their 4-weekly quota of evaluations.