Quality Workloads is a feature-rich capability that allows a quality administrator to manage the workload, assignment, and distribution of customer interactions to quality analysts in a very automated fashion. Administrators can create customized workloads that automatically track assignments and goals set for quality analysts.
- Create multiple workloads associated with specific analysts and teams of agents
- Set weekly goals for each quality analyst
- Set filters for types of interactions
- Weight the distribution of interactions across multiple analysts
- Set workloads for random selection and assignment to analysts
A Few Things You Should Know
- Analysts can be assigned to multiple workloads.
- Workloads automatically distribute customer interactions to analysts.
- Each workload pulls and assigns customer interactions for a one-week duration. The same workload automatically resets week-over-week.
- All customer interactions are randomly selected and distributed to analysts without the analyst's intervention.
- Any edits to a Live workload are reflected in the following week's assignments.
- A workload week begins on the day a workload is activated Live.
Let's Get Started
Go to the Quality application on the main navigation bar of PlayVox. Click on the Workloads item in the submenu.
As you create workloads, you will see them listed here with status information, who created the workload, and last assignment date. Options include the ability to edit workloads or run reports on workload assignments and goals.
Click on the green Create a workload button in the upper right. Creating a workload is a simple three-step process.
Start by creating or selecting a workload team of agents. These teams may already exist as agent teams on the PlayVox platform with team leader designations. Select a team from the drop down window.
Or, create new teams specific to the needs of the quality analyst assignments. Remember, to create a new team, go to the system administrator gear in the upper right corner of your desktop screen. Refer to the User Management documents for further instructions if necessary. Quality Setup: Step 4 - Creating and Managing Teams.
Next, indicate how many evaluations per week you expect to be conducted for each agent on a team. The number of agent team members is shown for each team. You must enter the number of expected evaluations per week for each agent on that team. PlayVox will indicate how many evaluations required per week for the entire team of agents in the far right column.
Workloads pull and assign interactions to analysts on a weekly basis. Each week the workload automatically resets with new customer interaction assignments using the parameters set. Configure a workload once, and it runs automatically every week.
When finished, hit the green Next button at the buttom right corner of the screen. Or click on the next section 2. Define analyst workload.
Next, you will define the workload for each analyst. Not every analyst may have the same workload. First, select the analysts that will participate in this workload. You can select multiple analysts.
PlayVox will calculate the number of evaluations to be assigned each week to each analyst. PlayVox assumes an equal percentage weighting of evaluations for each analyst. You can adjust the percent weighting as needed.
PlayVox presents the number of evaluations in fractions of an evaluation. The actual number of evaluations set per analyst is rounded down to a whole number.
Click on the next section, 3. Publish Workload, or the green Next button in the bottom right corner of the screen.
Almost finished. Provide a name for your workload. You might choose to categorize your workloads by team name, by interaction types (filter type), or expert levels of quality analysts.
From the drop down window Select the filters..., choose a filter to be used to determine the source or type of interactions to be assigned in this workload. Only one filter can be set for each workload.
Finally, choose Draft to keep the workload as a draft or select Live to publish the workload.
Click on the green Finish button in the bottom right corner to save your workload.
When published, the workload will automatically begin to select and distribute customer interactions to analysts based on workload parameters that you set.
Customer interactions are selected randomly in order to fairly balance analyst workloads and avoid differences in workload difficulty. A workload resets automatically week-over-week. If edits are made to a workload, interaction assignments will be reflected at the start of the next week.
Reporting on Analyst Progress Against Goals
Administrators will be able to review workload reports or dashboards to assess progress to date for each analyst against their goals.
Select the Quality application from the main navigation bar. Go to Workloads.
Click on the reports icon at the far right column for a Workload row. A summary dashboard for workload progress is presented. Select a time frame in the upper right hand corner of the screen. Multiple weeks may be displayed in rows for a single workload.
You can also add multiple workloads to the view.
And you can drill down to detail for any one week entry.
Analyst View and Experience
Now let's look at the analyst view. An analyst will see only the workloads to which they are assigned and only the interactions assigned to them through those workloads.
The analyst workload dashboard provides a progress status for each workload to which they are assigned.
To initiate an evaluation, analysts click on the Name of a workload in the left column to display customer interactions assigned to them.
A list of assigned customer interactions are displayed in the left hand column. Click on one of the interactions to display it in the right column for review. From here, an analyst clicks on Start evaluating to begin the process.
As shown in the list above, the interactions are randomly selected and assigned to analysts to assure a balanced workload for each analyst.