Creating a Workload

  1. Go to Quality > Workloads

You will land on the General View page 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.

Note: Under the reports icon, you may also reassign a workload. Check out this article to read more!

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 New workload button in the upper right.

3. Select Evaluate the Agents.

Evaluate the Agents

From here, you’ll go through a 3-step process that includes Setup, Interactions, and defining the Analyst Workload.

Setup

  1. Name 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. Choose your interaction filter.

Note: Only Zendesk or Custom Filters will enable percentage or quantity sampling in the next step.

3. Determine your schedule for the workload by clicking Edit Schedule.

A new window will appear where you can specify the

  • Send Start Date and Time

  • Frequency of the workload (daily, weekly, or monthly)

  • End Date

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.

4. 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) :

  • Regular Workloads

    • 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 that if you are evaluating by team or agent, 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 that specific 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

    • Standalone Workloads enable you to evaluate interactions accessible outside of Playvox. They do not use filters and will, therefore, only assign analysts the number of evaluations to be completed from the selected team members. Percentage and Exact number samplings are not possible with Standalone Workloads. Because Standalone Workloads are not dependent on filters, however, you will always get the full amount of assignments.

Interactions

Build your Sample.

  1. Select By Team/Agent or Percentage or Exact Number

Note: Remember that Percentage or Exact number will only be visible as an option if you chose Zendesk or Custom Interaction in the first step, AND if you did NOT select a Standalone Workload.

If you choose By Team / Agent:

  • Select one or more Teams from the dropdown menu. You may also choose to Create a new team specific to the needs of the quality analyst assignments.

  • From here, indicate how many evaluations you expect to be conducted per assignment. The total number of evaluations will be on the right side of the screen.

  • You may also customize the number of evaluations per team member.

  • If you click Customize, a new window will appear where you will be able to decide # of evaluations per team member. Click Save after making your adjustments to continue.

  • When you return to the workloads page, you’ll 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 select Percentage or Exact Number, you’ll see more options appear. Select:

  • Quantity (type in the number of interactions to bring from filter)

or

  • Percentage (choose percentage of total interactions to pull from chosen date range)

2. After building your sample, click next.

Analyst Workload

Choose the analyst(s) you would like to assign to the workload.

  1. Use the search filter to select the analysts you’d like to be included in this workload.

2. 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%. The number of

evaluations per analyst will round down to the nearest whole number.

Remember: The total number of evaluations (on the right side of the screen) along with the percentage of workload per analyst will determine the number of evaluations per analyst ONLY if you built your sampling By Agent/Team or Quantity. If you built your sampling based on percentages, the following message will appear instead of a number under Number of evaluations per analyst:

“Dependent upon the number of interactions in filter”.

Because the sample is pulled by percentage and not a set number, the number of evaluations may change each time the workload runs.

Publish Workload

Your final step is to decide whether you would like to draft or publish your workload.

What’s next?

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 day-over-day, week-over-week, or month-over-month, depending on your schedule settings. If edits are made to a workload, interaction assignments will be reflected at the start of the next week. Find out how to reassign workloads here, or learn how to Evaluate the Analyst here.

Put on your party pants! You’ve created your first workload! Read on to find out more about workloads with these helpful articles:

Understanding Workloads

Creating Workloads: Evaluate the Analyst

Reassign Workloads

Skipping Properties in Workloads

Workloads Reports

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