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Tasks enable intelligent routing of calls into the evaluator's (assessor or arbitrator) queue and provide targeted interactions for scoring. You can create new tasks or utilize a saved task, define type and priority, set recurring schedules (daily, weekly, or specific days of the week) to execute the task, and allocate them to an assessors' queue.

You can customize the displayed report table as follows.

OptionProcedure
Display or hide certain columns in the table.
  1. Click the arrow next to any column heading, and then click the Columns option.
  2. If you want to display certain columns in the table, select the checkboxes next to their names.
  3. If you want to hide certain columns in the table, clear the checkboxes next to their names.
Sort the values in a column in ascending or descending order.Click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select the Sort Ascending or  Sort Descending option.
Filter the statistics based on a column.Click the arrow next to the column heading, and then use the Filters option. 
Lock or unlock a column.Click the arrow next to the column heading, and then click the Lock or Unlock option.
  • To search for a specific report, use the Filter field.  
  • To view details of only active tasks, select the Active Only checkbox.
  • To refresh the list, click the Refresh icon ().
  1. Click New. 
    The Settings tab appears. 

  2. Specify values in the following fields.

    FieldDescription
    NameSpecify a name for the task.
    ActiveSelect 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.
    PrioritySelect the priority of the task. You can select High, Medium, or Low. 
    DescriptionEnter a description of the scorecard.
    Score DeviationSelect 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. 
    ScorecardSelect a scorecard. This field appears when you select the Calibration and Manual task types. 
    Assessors

    Select the assessors from the Available column and move them to the Selected column using the right arrow.

    • You can remove an assessor from the selected list by selecting the assessor and moving it into the Available column using the left arrow.
    • You can reset the list by clicking the reset arrow.
  3. Click the Assign tab.
  4. Click the calendar icon and select the start time of the task. 
  5. Click the corresponding button to select the end time of the task. You have the following options:
    1. No end date.
    2. End after the selected occurrences. 
    3. End by the selected date.
  6. Click the corresponding button to select the recurrence settings. You have the following options:
    1. Every day
    2. Every weekday
    3. Every Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, or Sunday. 

  7. Select the filters. As required, specify values in the following sections.

    Section

    Description

    DurationMinimum and maximum duration of calls (in seconds) for the report or recordings.
    Phone Numbers

    Phone numbers of inbound or outbound interaction.

    You can specify multiple numbers by pressing Enter after entering each number in the text box.

    Agents

    Agents who performed the interaction.

    • 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 the sections by using the Filter by name box.
    • You can revert your changes by clicking .
    Agent Teams

    Agent teams to which the interaction belongs. 

    Keywords

    Keywords used by agents or customers.

    • 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. 
    • 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. 

    • 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 .
  8. Click the Allocate tab. 
  9. Select a task to allocate. 
  10. Click Save.
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