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Creating/Editing a Work Queue

Creating/Editing a Work Queue

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)

*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.



1. Create a New Work Queue

  • Click + New Work Queue



Work Queue Details

    • 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



  • 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

      *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.



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


      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.



Auditor Assignment

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.



2. Edit a Work Queue

From the Work Queue Management page:

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


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



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

    *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.