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Manage-Tasks tab enables intelligent routing of calls into Assessor's (evaluator's) queue and provides targeted calls for scoring. You can create new tasks or utilize a saved task, set recurring schedules (daily, weekly, or specific days of week) to execute the task, retrieve results based on percentage and specify Assessor queue to save the tasks.

  • List sub-tab displays the list of tasks by default. You can view tasks created by all assessors on the left-hand side panel. The details of these tasks are available on the right-hand side panel.

Creating and Assigning Tasks

To create a new task and assign default quota to the task:

  1. Click the Add task button at the bottom left corner of Manage-Tasks tab.
  2. Select Define sub-tab to use available options to define the criteria to manage and execute the tasks.
    1. Schedule - Once a task is created, you can set Start and End date to execute the task. You can also set recurring schedules that recur daily, weekly, or on specific days of a week to execute the tasks by selecting the appropriate option.
    2. Agents - You can select any agent(s) to retrieve and score calls of specific agent(s). Move selected agents to Selected column using the right single arrow (move selected). You can remove agents from selected list by selecting agent(s) and moving them to Available column using the left arrow. You can undo the action by clicking undo arrow.
    3. Services - You can retrieve calls associated to any Services(s) to score and move them to Selected column using the right single arrow (move selected). You can remove service(s) from the selected list by selecting the service and moving them to Available column using the left arrow. You can undo the action by clicking undo arrow.
    4. Disposition Code - You can retrieve calls with a particular disposition code to score and move them to Selected column using the right single arrow (move selected). You can remove the disposition codes from the selected list by selecting the disposition code and moving them to Available column using the left arrow. You can undo the action by clicking undo arrow.
    5. Other Constraints - You can retrieve the calls specific to an Account number, or Original Account number, Phone number, Call duration, Campaigns, and assign them to a task.

  3. Once the criteria is defined, select Assign sub-tab to assign tasks to Assessor's (evaluator's) queue. Select the assessor from Available column and move them to Selected column using the right arrow. You can remove  assessor(s) from the selected list by selecting the assessor(s) and moving them to Available column using the left arrow. You can undo the action by clicking undo arrow.


    Assessors are first assigned under the WFO Config before you start assigning tasks to a particular Assessor's queue.

  4. Select the Allocate sub-tab to set quota per task which allows you to retrieve calls based on percentage. For example, you can set the quota such that 5% of calls for every agent will be retrieved as that would be the number you would want to evaluate. If you do not allocate the quota, a default quota is allocated based on the availability of assessor users.
  5. Click the Save button to save the changes.
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