Select the checkbox, if the task status to be appeared as active.
Type
Select one of the following options:
Automatic: Automatic scoring of interactions.
Calibration: Calibration task.
Manual: Manual scoring of interactions.
Priority
Select the priority of the task. You can select High, Medium, or Low.
Description
Enter a description of the scorecard.
Score Deviation
Select the allowable points deviation in the score. This is used in determining if the assessor is outside of the company guidelines for evaluating company guidelines. This field appears when you select the Calibration task type.
Scorecard
Select a scorecard. This field appears when you select the Calibration and Manual task types.
Assessors
Select the assessors from theAvailablecolumn and move them to theSelectedcolumn using the right arrow.
You can remove an assessor from the selected list by selecting the assessor and moving it into theAvailablecolumn using the left arrow.
You can reset the list by clicking the reset arrow.
Click the Assign tab.
Click the calendar icon and select the start time of the task.
Click the corresponding button to select the end time of the task. You have the following options:
No end date.
End after the selected occurrences.
End by the selected date.
Click the corresponding button to select the recurrence settings. You have the following options:
Every day
Every weekday
Every Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, or Sunday.
Select the filters. As required, specify values in the following sections.
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Field Descriptions
Section
Description
Duration
Minimum and maximum duration of calls (in seconds) for the report or recordings.
Phone Numbers
Phone numbers of inbound or outbound interaction.
Tip
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false
You can specify multiple numbers by pressing Enter after entering each number in the text box.
Agents
Agents who performed the interaction.
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false
To add agents, in the Available section, select their names, and then click . To remove agents, in the Selected section, select their names, and then click .
You can filter the names in thesections by using theFilter by namebox.
You can revert your changes by clicking .
Agent Teams
Agent teams to which the interaction belongs.
Keywords
Keywords used by agents or customers.
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To add a keyword, in the Keyword List field, select the keyword. If you want to specify your own keyword, in the Keyword field, enter the keyword, and then press Enter or click .
If you want the order of the keywords in the report to match the order of the keywords in the table, select the Exact Order checkbox.
You can customize the table by using the arrow next to a column heading. To customize the table columns view, see instructions in the Customizing a Table section in Speech IQ Reporting.
You can delete a keyword by hovering over it in the table and then clicking .
Interaction UUIDs
Interaction UUIDs (identifiers for recordings) that are applicable for the interactions. You can specify multiple interaction UUIDs by pressing Enter after entering each UUID in the text box.
Interaction Intent UUIDs
Interaction intent UUIDs that are applicable for the interactions. You can specify multiple interaction intent UUIDs by pressing Enter after entering each UUID in the text box.
Interaction Intent Types
Interaction intent types that are applicable for the interactions.
Skills
Skills assigned to the agents.
Call Centers
Call centers that are applicable for the interactions.
Services
Services that are applicable for the interactions.
Scorecards
Scorecards that are applicable for the interactions.
Scorecard Grades
Scorecard grades that are applicable for the interactions.
Metadata
Metadata that are available for the interactions.
Tip
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false
You can add metadata, in the Select Metadata field, by selecting the metadata, and then, in the Possible Values cell, enter a value for the metadata.
You can customize the table by using the arrow next to a column heading.
You can delete a keyword by hovering over it in the table and then clicking .
