Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

A Work Queue determines which calls are selected for auditing and who can review them.

  1. Create a New Work Queue
  2. Edit a Work Queue
  3. Clone a Work Queue

In the left-hand navigation bar, click Work Queues (under Quality Assurance)
Image Modified

*Only Supervisors with the QA/QA Managers group role have access to Work Queues.
For an overview on the Quality Assurance feature and the Supervisor role, click here.



Anchor
1
1
1. Create a New Work Queue

  • Click + New Work Queue
    Image Modified



Anchor
Work
Work
Work Queue Details
Image Modified

    • Name: title of the work queue
    • Minimum Coverage (percentage): percentage of calls from the selected program that are eligible for auditing
    • Suspended: (Yes/No) enable/disable a work queue
      • Work Queues can not be deleted, so to deactivate it, set to Suspend=Yes
        *A suspended queue will appear as N/A in the Actions column
        Image Modified



  • Anchor
    Budget
    Budget
    Budget Enabled
    : (Yes/No) enable budgeting for the queue
    IF YES:
    • Budget Cost per Call: dollar amount designated to each individual call audit
    • Budget Target Expenditure: total dollar amount designated for all call audits in the queue
    • Budget Start Date / Budget End Date: click to enter mm/dd/yyyy or choose a date from the calendar
      Image Modified
      *If budget is set, the work queue will automatically Suspend if either of the following conditions are reached:
      • Budget Target Expenditure
      • Budget End Date 

  • Max Calls/Agent: the maximum number of calls from an individual agent that will be added to the work queue
    • (0 - No Cap): no limit is set on the number of calls per agent that will be added to the queue
  • Questionnaire Override: assign a custom questionnaire to the work queue
    • By default, the 17-question SingleComm Questionnaire is assigned to every program
    • Questionnaires can not be changed once work queue is created (questionnaire change requires a new or cloned queue)
    • Only active-status Questionnaires can be added
      *For more information and step-by-step instructions on creating a custom questionnaire, click here.


Image Modified

  • Start Date / End Date: when the calls took place
    • mm/dd/yyyy or click the field choose a date from the calendar

      Image Modified
      End Date can be left blank if not required. The work queue will remain active until manually suspended by a supervisor.

  • Minimum Call Length (in seconds): shortest call time acceptable to be selected for the queue
  • Maximum Call Length (in seconds): longest call time acceptable to be selected for the queue
  • Criteria: at least one of these must be assigned
    Click to select or CTRL + Click to select multiple
    • Programs
    • Campaigns
    • Agents
    • Dispositions

Click Update to save configuration.
Image Modified



Anchor
Auditor
Auditor
Auditor Assignment
Image Modified

All users in the Internal Auditors Group will appear in this list. To assign an agent/auditor to the work queue, assign a Weight of 1-100 (0=Unassigned).

  • Auditors with higher weight assignments will receive preference in the work queue.

Click Update once all auditors have been assigned.
Image Modified



Anchor
2
2
2. Edit a Work Queue

From the Work Queue Management page:

  • Click the number of the Work Queue you wish to make changes to:
    Image Modified

  • Click Update once all changes have been made
  • A Congratulations message will appear briefly in the top right to indicate a successful update
    Image Modified



Anchor
3
3
3. Clone a Work Queue

From the Work Queue Management page:

  • Click the number of the Work Queue you wish to clone
  • Scroll to the bottom of the Work Queue Details tab
  • Click Clone
    Image Modified
    *The following parameters will be cleared on every new cloned copy:
    • Start Date/End Date
    • Minimum Call Length (in seconds)/Maximum Call Length (in seconds)
      All other settings will be copied over to the cloned work queue.

  *The data from completed internal audits is available in CX Explore. For more details , click here.