“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.” You can read more about that in our blog post, Managing Workloads to Improve Productivity and Effectiveness.

What are Workloads, anyways?

Workloads help you decide how to distribute interactions that need to be evaluated among analysts and/or expert analysts within a set period of time by pulling and assigning interactions 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.

Workload Capabilities

We’re not keen on bragging, but look at all the amazing ways you can utilize Playvox’s workloads! You not only have the ability to Evaluate the Agent (per interaction, percentage, or quantity), but you may now also Evaluate the Analyst. Read on to learn more!

Evaluate the Agent

Create samplings based on:

  • Specific teams and/or agents. Get the information you need on a specific team or user. You may also cap the total number of evaluations per analyst.

  • Percentage of total interactions (see note). Pull a percentage of the total number of interactions within the chosen date range. This random sample is excellent for certain compliance requirements, and easy to do with Playvox.

  • An exact number of interactions per assignment (see note). Like percentages, exact numbers give a more statistical representation of your data.

Note: Only the following integrations will enable percentage or quantity sampling in the Interactions step of this process:

  • Zendesk

  • Kustomer

  • Salesforce

  • Five9

  • Ujet

  • Livechat 3.2

  • Aircall

  • Dialpad

  • Custom integrations

Evaluate the Analyst

As with our Calibration method, Evaluate the Analyst relies on an Expert Analyst to provide valuable feedback.

With this feature, you may add filter criteria to pull in evaluations based on:

  • Scorecard

  • Team

  • QA score

Then create a sampling based on:

  • Specific Analyst

  • Percentage (*)

  • Exact Number (*)

Check out our Creating Workloads articles for more in-depth information on Workloads that evaluate both Agents and Analysts!

What else can I do with workloads?

Oh, we’re so happy you asked! Here are a few more exciting features that set our workloads apart.

  • All customer interactions are randomly selected and distributed to analysts without the analyst's intervention in order to keep unwanted bias out of the equation.

  • You’re able to set daily, weekly, or monthly goals for each analyst (or Expert Analyst if you’re Evaluating the Analyst).

  • You can set filters for the types of interactions you’d like to evaluate.

  • Weight the distribution of those interactions across multiple Analysts or Expert Analysts.

  • Determine the number of evaluations per team member on a user level.

And here’s the coolest part!

Since flexibility is our jam, we also give you the ability to reassign workloads to different agents! That’s right. Perhaps an agent is out for vacation, maternity, or paternity leave. Instead of resigning to empty assignments, you may now simply reassign pending workloads in real time! Get all the information you need, as you need it.

Tips and Tricks to keep in mind as you’re creating your workloads:

  • Any edits to a Live workload are reflected in the following assignment.

  • A workload period begins on the day a workload is activated Live.

  • If creating a workload with an integration, make sure the timeframe set for pulling data is enough to fulfill the sample size, or number of evaluations to be completed.

  • If not enough interactions are found, try changing the date range or days set to pull data from.

Now that you’ve been introduced to Workloads, let’s get to work. Check out our Creating Workloads articles to see the step-by-step process.

Creating Workloads: Evaluate the Agent

Creating Workloads: Evaluate the Analyst

Reassign Workloads

Skipping Properties in Workloads

Workloads Reports

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