Review Scheduler

Enables managers to plan and automate the scheduling of periodic evaluations for agent-customer interactions. Managers can configure review schedules based on criteria such as selection of specific Questionnaires, Reviewer(s), Agent(s) or Team(s) to be reviewed, call duration, direction, and wrap-up codes, with deadlines and reminders ensuring timely completion of reviews.

It allows Quality Managers to create and manage review schedules tailored to their evaluation needs, ensuring an organized and efficient workflow. Below is a detailed description of the various functionalities of the Review Scheduler.

1. Select Questionnaires:

Link specific evaluation forms (questionnaires) to scheduled reviews to ensure that assessments align with predefined organizational standards. This feature allows managers to select the most relevant form for the type of interaction being reviewed, ensuring meaningful evaluations.

2. Assign Reviewers:

Allocate specific evaluators to handle reviews for selected agents or teams. This ensures that reviews are conducted by individuals with the appropriate expertise and accountability, improving the quality and reliability of evaluations.

3. Agents and Teams to be Reviewed:

Managers can specify individual agents or entire teams for evaluation. This flexibility allows for targeted feedback and monitoring for specific agents or a broader performance evaluation across teams or departments. By tailoring the scope of reviews, managers can address specific performance improvement needs or assess overall team efficiency.

4. Search Criteria:

Leverage advanced filters to refine the selection of conversations for evaluation. Filters include:

• Date-Time Range: Focus reviews on conversations within a specific period.

• Agents or Teams: Limit evaluations to specific agents or teams for targeted analysis.

• Direction: Filter interactions based on inbound or outbound calls.

• Wrap-ups: Target conversations with specific wrap-up codes.

• Duration: Isolate conversations based on their length to review longer or shorter interactions.

5. Set Deadlines:

Assign deadlines to evaluations, ensuring they are completed in a timely manner. Deadlines define the maximum duration for evaluators to complete assigned reviews.

6. Reminders and Follow-Ups:

The Review Scheduler includes a configurable reminder system tied to deadlines. Managers can set reminders for evaluators, specifying the number of days before the evaluation is due. For example, if the deadline is set to 5 days, reminders can be configured for 4 days or less. This feature ensures evaluators are proactively notified, helping maintain a disciplined and timely review process.

7. Recurring Reviews:

Automate periodic evaluations by scheduling recurring reviews for new conversations that meet predefined criteria. This feature reduces manual effort and ensures continuous quality monitoring.

8. Schedule Management:

Provides the ability to enable, disable, edit, or delete existing schedules, allowing managers to adapt to changing priorities and requirements. The scheduler also provides a clear overview of active and inactive schedules.