How-To: Create/Edit a Work Queue

A Work Queue determines which calls are selected for auditing, and who can review them.

1. Create a New Work Queue
   • Work Queue Details
   • Setting a Budget
   • Auditor Assignment
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 SC Analytics. For more details , click here.