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WFO Config allows you to define the list of audio notes categories, e-learning categories, work queue settings, assign Assessors and Arbitrators.

Assessors

You can assign Assessors from the Assessor tab. Select any assessor(s) from the Available list of assessors and move them to the Selected column using the right single arrow (move selected). You can remove an assessor from the selected list by selecting the assessor and moving them to the Available column using the left arrow. You can undo the action by clicking the undo arrow. 

Assessors are first assigned in Assessors tab of WFO Config before the list of assessors is available for use within the Assessor - Manage-Tasks Tab.

Arbitrators

You can assign Arbitrators from the Arbitrators tab. Select any arbitrator(s) from the Available list of arbitrators and move them to the Selected column using the right single arrow (move selected). You can remove an arbitrator from the selected list by selecting the arbitrator and moving them to the Available column using the left arrow. You can undo the action by clicking the undo arrow. 

Arbitrators are first assigned in Arbitrators tab of WFO Config before the list of arbitrators is available for use within the Assessor - Design-Scorecards Tab to assign the disputed evaluations.

Work Queue Settings

You can view and edit the existing Task Types within Work Queue Settings.

  1. Select the Task Type you want to edit from the Work Queue Settings tab.

  2. Click the Edit icon on the right corner of the selected task.

  3. You can modify the required fields - Subject, Priority and Duration Days.

  4. Once updated, click Save to accept the changes.

Audio Notes Categories

Select the Audio Notes Categories editor to create, update and delete categories that can be utilized when adding audio notes. To create a new Audio Notes Category :

  1. Select the Add Category button to create a new category. This brings up the pop screen where you can define the Category Name.

  2. Click the Save button to save the category.

The Categories created in the Audio Notes Categories editor can be used when adding audio note with category to mark a specific event in the call. See Assessor - Score Tab for more information on adding audio notes with category.

You can also perform the below actions on the Audio Notes Categories tab:

  • Click the  icon to edit the Category Name.
  • Click the  icon to delete the category from the Categories editor.
  • Click the Refresh button to show the latest available categories.

E-Learning Categories

Select the E-Learning Categories editor to create, update and delete e-learning categories that can be utilized when assigning e-learning content to the agents. To create a new E-Learning Category :

  1. Select the Add Category button to create a new category. This brings up the popup screen where you can define the Category Name.

  2. Click the Save button to save the category.

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