For efficiency, you might want to schedule regular evaluations of your agents. This section explains how.
To create an evaluations schedule:
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.
The rest of this section explains each of the tabs.
General Information
Enter the following information:
Schedule Name: A name for the evaluations to be conducted on a schedule.
Description: The purpose of this scheduled evaluation.
The following boxes are not editable:
Interaction Type: The type of interaction to be evaluated.
Direction: Shows whether Incoming, Outgoing, or Both types of Voice interactions will be evaluated.
Template: The template used to perform the evaluation.
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.
Scheduling Options
The Scheduler will attempt to select 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: Once, Daily, Weekly, or Monthly
Once: Select the date and time you wish for the Schedule to execute.
Daily: Note - “Daily” actually allows you to select multiple days in any given week - so it can be interpreted as a weekly schedule with executions on only some days of the week. To configure, enter the space between the days you wish the schedule to execute at your desired time of day from an active date. The schedule will run on 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.
Weekly: Note - Weekly can be interpreted as being like Daily if every “1” week was selected - with the ability to select multiple days of a week for the schedule to run. To configure, enter the space between the weeks you wish the schedule to execute at your desired time of day from an active date. also - select the days of the week you wish for the schedule to execute. the schedule will run on THAT day, and look to an equal number of previous days as the space between the weekdays selected for interaction candidates to be assigned to Evaluators.
Monthly: Choose between configuring the desired numerical day of the month or a repeating day of the week across the month.
For numerical day of month - (i.e. day 1, 2, 15, 29 etc (remember to choose a day that will be consistent with each month of the year (i..e avoid “31”) to ensure the schedule runs for every month. Enter the numerical day as well as the monthly frequency. the Schedule will run on 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
For Repeating Day of week - select the first, second, third, etc and then the day of week selection as well as the monthly frequency. the schedule will run on 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
5. Search Criteria:
Minimum Seconds Duration - enter the minimum number of seconds in the duration of the 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 Scheduler will select Interactions from only THAT queue and from THOSE Agents that have remained selected from THAT team. You may however decide not to select any queues. The result will be that all Interactions from any queue that delivered that interaction to any of the remaining selected Agents will be candidates for selection by the scheduler
Classifications. you may optionally select classification filters across the Main subject, Sub Subject, Sub Subject Details or Resolution.
6. Evaluator Selection:
Number of Evaluations: Enter the desired number of evaluations you wish to assign per evaluator assigned to this schedule for each time the schedule executes. Note, if there are not enough Interactions available in the Interaction Candidate filter selections, the scheduler will attempt to assign as many as is possible evenly across all evaluators
Evaluators: Select the Evaluator users you wish to be assigned to this schedule. You may assign Evaluator users to multiple schedules simultaneously. “Team Leader” or above user roles will appear in this list
