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Navigate to the Evaluator by clicking Tools > Evaluator. Then, click Scheduler to open the Evaluations Schedule.
Click Add Schedule. In the Add Schedule dialog box that appears, enter the following information, and then click OK when done.
Interaction Type: At this time, you can only schedule Voice interactions.
Direction: Choose whether you are evaluating Incoming, Outgoing, or Both types of voice calls.
Template: Choose the template you want to apply to the evaluation.
The screen changes to present more scheduling options.
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| Info |
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Note: The Paused check box is selected by default. This prevents the schedule from running while you’re setting it up. When you are ready to run the schedule, clear the Paused check box. |
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Scheduling Options
The Scheduler will attempt to select In order to schedule and select interactions, the Scheduler performs the following calculation: the desired number of interactions X the number of assigned Evaluators - looking back across – the time duration = to the “last time the schedule has run”. i.e. “daily” will look to the previous day for interactions to select - i.e. Monthly will look to the previous month etc. “Once” looks to the previous day for interaction selection candidates.Run: Select from the dropdown from(i.e., the last time the schedule was run):
For Daily, this is the previous day
For Weekly, this is the previous week
For Monthly, this is the previous month
For Once, this is the previous day
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From the Run list, click the option you want: Once, Daily, Weekly, or Monthly
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, and then proceed as instructed.
Once
Enter the date and time you
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want Scheduler to execute.
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Daily
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You can select multiple days in any given week
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--in this way, you can think of Daily as weekly schedule with executions
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that occur only some days of the week. To configure, enter the space between the days you
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want the schedule to execute at
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the indicated time of day from an active date. The schedule will run on
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that day and look to an equal number of previous days as the space between days configuration for interaction candidates to be assigned to Evaluators.
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Weekly
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Weekly works in much the same way as Daily if every
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1 week
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is selected. You can select multiple days of
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the week
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to run the schedule
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. To configure, enter the space between the weeks you
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want the schedule to execute at
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the indicated time of day from an active date.
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In addition, select the days of the week you
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want the schedule to execute.
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The schedule will run on
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that day
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and look to an equal number of previous days as the space between the weekdays selected for interaction candidates to be assigned to Evaluators.
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Monthly
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You can choose between configuring
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a numerical day of the month or a repeating day of the week across the month.
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Numerical day of the month
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(
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1, 2, 15, 29
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, and so on): Enter the numerical day
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and the monthly frequency.
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The Schedule will run on
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that day of the month and select interaction candidates from that day back to the previous occurrence of that day in the month that the schedule last ran
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.
Important: Choose a day that will be consistent with each month of the year, for example, 31 does not occur on every month, so best practices is to avoid it.Repeating day of the week: Select the first, second, third, and so on,
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and then the day of the week
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and the monthly frequency.
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The schedule will run on
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that day of the week and select interaction candidates from that day back to the previous occurrence of that day in the month that the schedule last ran.
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5.
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Search Criteria
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Enter the following information:
Minimum Seconds Duration - enter the : The minimum number of seconds in the duration of the Interaction interaction recording that you would like to have selected.
Teams/Agents/Queues - These checkboxes represent an “AND” filter for the Teams/Agents and queues you wish to have Interactions selected from. You may select the teams, which will also select the Agent members of that team, but you may also deselect certain members of that team that you selected. You may also select queues from where the calls delivered to Agents. For example, you may select a team, but deselect a single Agent from that team but also select a single queue. the , Queues, and Groups: The agents, queues, and groups whose interactions you want to have selected. When you select a Group, the Agents in the group are also selected. If you want certain members from the group to be excluded, you can clear their corresponding check boxes in the Agents list. From the Queues list, select the queues from where calls to the Agent originated. For example, select a Group, deselect certain members, and select a single queue. The Scheduler will select Interactions from only THAT that queue and from THOSE those Agents that have remained selected from THAT team. You may however decide that group.
Note: If you choose not to select any queues. The result will be that all Interactions , all interactions from any queue that delivered that interaction to any of the remaining selected Agents agents will be candidates for selection by the schedulerScheduler.Classifications. you may optionally select classification filters across the : Filters by Main subject, Sub Subject, Sub Subject Details or , and Resolution.
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Evaluator Selection
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Enter the following information:
Number of Evaluations: Enter the desired The number of evaluations you wish want to assign per evaluator assigned to this schedule for each time that the schedule executes.
Note, if : If there are not enough Interactions interactions available in the Interaction Candidate filter selections, the scheduler Scheduler will attempt to assign as many as is possible evenly across all evaluators.Evaluators: Select the The Evaluator users you wish want to be assigned to this schedule. You may can assign Evaluator users to multiple schedules simultaneously. “Team Leader” or above user roles will Only the Team Leader roles or higher appear in this list
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.