For efficiency, you might want to schedule regular evaluations of your agents. This section explains how.

To create an evaluations schedule:

  1. Navigate to the Evaluator by clicking Tools > Evaluator. Then, click Scheduler to open the Evaluations ScheduleScheduler

  2. Click Add Schedule. In the Add Schedule dialog box that appears, enter the following information, and then click OK when done. 
    Add Schedule
    • 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.

  3. The screen changes to present more scheduling options.Sch Options

    The rest of this section explains each of the tabs.

    General Information 

    General Info 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

    In order to schedule and select interactions, the Scheduler performs the following calculation: the desired number of interactions X the number of assigned Evaluators – the time duration (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 Sch Options

    From the Run list, click the option you want: Once, Daily, Weekly, or Monthly, and then proceed as instructed.

    Once

    Enter the date and time you want Scheduler to execute. Once

    Daily

    You can select multiple days in any given week--in this way, you can think of Daily as weekly schedule with executions that occur only some days of the week. To configure, enter the space between the days you want the schedule to execute at the indicated 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. Daily

    Weekly

    Weekly works in much the same way as Daily if every 1 week is selected. You can select multiple days of the week to run the schedule. To configure, enter the space between the weeks you want the schedule to execute at the indicated time of day from an active date. In addition, select the days of the week you want 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. Weekly

    Monthly

    You can choose between configuring a numerical day of the month or a repeating day of the week across the month.

    • Numerical day of the month (1, 2, 15, 29, and so on): Enter the numerical day and 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.
      Note: 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, and then the day of the week and 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. Monthly

    Search Criteria

    Search 1 Search 2 Enter the following information:

    • Minimum Seconds Duration: The minimum number of seconds in the duration of the interaction recording that you would like to have selected.

    • Agents, 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 queue and from those Agents that remained selected from that group.
      Note: if you choose not to select any queues, 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: filters by Main subject, Sub Subject, Sub Subject Details, and ResolutionConfigured Main Subjects

    Evaluator Selection

    Evaluator Selection Enter the following information:
    • Number of Evaluations: The number of evaluations you want to assign per evaluator assigned to this schedule for each time that 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: The Evaluator users you want to be assigned to this schedule. You can assign Evaluator to multiple schedules simultaneously. Only the Team Leader roles or higher appear in this list.