Overview

  1. Once the Evaluator Application is open, navigate to the Scheduler Option.  Click on the Add Schedule button.

    Add Schedule


  2. Only Voice interactions are available to be picked by the scheduler. Select the direction of the voice call between Incoming, Outgoing, or Both.  Select the template you wish to have used for all evaluations to be selected by this schedule.

    Select Direction and Template


  3. Under the General Information tab, enter the following:

    • Schedule Name (Any name you wish to give to the schedule - since you may be creating many schedules that may include the same Evaluator users in each, perhaps try to use a naming convention related to a key performance indicator you are trying to achieve)
    • Description (Freeform field to enter a descriptive sentence about what the schedule is trying to achieve)
    • Interaction Type (read-only field driven by the selection in step 2)
    • Direction (read-only field driven by the selection in step 2)
    • Template (read-only field driven by the selection in step 2)Description (Freeform field to enter a descriptive sentence about what the schedule is trying to achieve)

      General Information


      Notice the Paused checkbox. By default, every new schedule is in pause mode to ensure that the schedule doesn't attempt to execute before you are sure your schedule is configured to your desired settings.

  4. Select from the Run dropdown Once, Daily, Weekly, or Monthly-

    • Once: Select the date and time you wish for the Schedule to execute.
    • Daily: 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: 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.

      Scheduler Run


  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.

      Search Criteria tab


  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

      Evaluator Selection