Review Scheduler

The Review Scheduler enables Quality Managers to automate one-time or recurring evaluations using configurable rules. Schedules can be created based on agent groups, interaction metadata (such as call duration, wrap-up codes, or direction), and linked evaluation forms. Managers can assign reviewers, define deadlines, and configure automated reminders to ensure timely completion. Recurring schedules automatically assign new conversations that meet selected criteria—streamlining the QA process and reducing manual workload.

1. Link Evaluation Forms to Schedules

   Associate evaluation forms with each schedule to apply relevant scoring criteria for the interaction types being evaluated.

2. Assign Evaluators

   Designate specific evaluators for selected agents or teams.

3. Select Agents or Teams for Evaluation

   Choose individual agents or entire teams to include in each evaluation schedule.

4. Apply Interaction Filters

   Use conversation filters to select conversations for evaluation based on:

   • Date-Time Range

   • Agent or Team

   • Call Direction (Inbound/Outbound)

   • Wrap-up Code

   • Duration

5. Set Review Deadlines

   Define completion timeframes for assigned evaluations.

6. Configure Reminders

   Schedule automated reminders based on evaluation deadlines.

7. Enable Recurring Evaluations

   Set up recurring evaluatio cycles that automatically assign new conversations matching defined criteria.