How do I configure my Work Queue settings?

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Go to EVALUATE> Click Auto work queues > Click the button Settings

General Settings > Replenishment

Every time a work queue replenishes, any pending evaluations that are not yet matched to an imported contact are automatically removed. However, here you can configure what happens to pending evaluations that have been matched to an imported contact.

To change your replenishment settings choose from one of the available options that will occur when a work queue is replenished;

• Remove them
• Retain pending evaluations that have been matched to a contact but have not yet been evaluated

Decline Reasons

When a contact is pushed to your evaluators, it may not be appropriate for evaluation - for example, the agent may no longer be active, language isn't supported, etc. The evaluator can then request another contact to evaluate but they must select a reason why this initial contact wasn't appropriate. You can create your own "Decline Reasons" that will be presented and you can then audit the reasons for the decline in our "Work Queue Decline" report.

There are 2 options to configure; one for when the contact is from a prompt and another for when the contact is via Imported Contacts.

To add a new reason, enter the reason text in to the input box next to the "Add reason" button. You can then press the button to create the reason. Any reasons that are no longer required, you can deactivate by pressing the button opposite the reason text.