“Workloads make the entire quality assurance process faster, smoother and more successful. Managers can ensure a high standard of fairness and transparency, eliminating the danger of biased assessments or inaccuracies. Reports can be created on a huge range of data-types, such as Workload Progress Per Analyst, Interactions Found Per Agent, Chosen Weekly Assignment and Available Interactions Found.” You can read more about that in our blog post, Managing Workloads to Improve Productivity and Effectiveness.
In this article, we’ll go over what workloads can do for you and your team, as well as how to create and assign workloads.
What are Workloads, anyways?
Workloads help you decide how to distribute interactions that need to be evaluated among analysts within a set period of time by pulling and assigning interactions to analysts on the chosen frequency (daily, weekly, or monthly). Each time the workload is triggered, it automatically resets with new customer interaction assignments using the parameters set. Configure a workload once, and it will run automatically.
At Playvox, you can create multiple workloads associated with specific analysts and teams of agents. You can also set weekly goals for each analyst, set filters for types of interactions you’d like to evaluate, and weight the distribution of those interactions across multiple analysts. Oh, and since flexibility is our jam, you can now determine the number of evaluations for each team member on a user level! This is particularly useful if not every team member needs to be evaluated: A team member is out on leave, for example, or if you’d only like to evaluate new agents.
Some things to keep in mind:
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.
Creating a Workload
Go to Quality > Workloads
A page will appear that will list your workloads as you create them. On this list, you’ll be able to see the workload name, status information, when the workload was created and who created it, and last assignment date, and assignment status.
Under actions, you may run reports, edit, or delete a workload.
To create a workload, make sure the Analyst mode is Off as shown in the image above. This special feature is for Admins who are part of a workload as an analyst and would like to easily jump from one view to the other.
Note: Once you've turned the option On or Off, the platform will save that setting even if you log out from it. Also, the mode you are in determines the permissions or restrictions that apply.
2. Click the Create a workload button in the upper right.
Select Workload Teams
Select a team of agents from the drop down window or click Select all Teams.
Create a new team specific to the needs of the quality analyst assignments.
2. Indicate how many evaluations per week you expect to be conducted for each
agent on a team.
Note: As mentioned at the beginning of this article, you may now customize the number of evaluations per team member.
3. If Customizing the # of evaluations per team member, click Customize. A new
page will appear.
4. Enter the number of expected evaluations per week for each agent on that team.
5. Click Save.
When you return to the Workload page, you’ll see how many evaluations are required per assignment for the entire team of agents on the far right. You’ll also notice an edit button.
Note: Workloads can be edited at any time after they've been published. Any changes made to a workload will be reflected in the next assignment. If you'd like a workload assignment to immediately reflect your changes, we suggest you edit the scheduling date to assign the workload from the current date of editing.
6. Click Next when you are done.
Define the analyst’s workload
Select the analysts you’d like to be included in this workload. You may use the search filter or check the box to Select all analysts.
Then choose a workload percentage for each analyst. You may keep the percentages equal, or you may change percentages based on your company’s needs. Whatever you choose, all percentages must equal 100%.
Note: Workload percentages may result in a decimal number. In this case, Playvox will round down to the nearest whole number.
Provide a name for your workload.
Tip: You might choose to categorize your workloads by team name, by interaction types (filter type), or expert levels of quality analysts.
2. Decide whether you’d like the workload to be regular or standalone. Let’s
elaborate on these for a moment for clarity (cuz clarity is cool) :
With Regular Workloads, you'll be able to Select filters. Choose a filter to determine the source or type of interactions that will be assigned in this workload. Only one filter can be set for each workload. Evaluations found will depend on availability, which means there's a possibility that you might not get the full workload. If that happens, the "found available evaluations" will be shown and used for the week's workload. A Regular Workload requires you to type in the number of days (prior to current date) you'd like the workloads to pull tickets from. The higher the number, the wider the option range of tickets to be randomly assigned.
Standalone Workloads do not use filters and will, therefore, only assign analysts the number of evaluations to be completed from the selected team members. Because Standalone Workloads are not dependent on filters, you will always get the full amount of assignments.
3. If using Regular Workloads, select the filter from which you’d like to pull workload
4. Decide whether you’d like to go Live (publish) or draft this workload.
5. Then, click Edit schedule. A new window will appear where you can specify the
Start Date, End Date, and Frequency of the workload (daily, weekly, or monthly).
6. In Pull Data From, specify the period from which you want to pull the data.
Choose whether to pull data from the last X days, or check the second box to
restrict the data pull to a specific start and end date.
7. Click Close to save your changes and return to the Activate Workload page.
8. If everything looks good, click Save.
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.
Put on your party pants! You’ve created your first workload! Read on to find out more about workloads with these helpful articles: