The Tasks screen enables you to route calls to an 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.
Accessing the Tasks Window
To access the Tag window, on the WFO tab, click SpeechIQ > Configuration > Tasks.
The Tasks window with all configured tasks is displayed.
- To search for a specific task, use the Filter field.
- To view information about active tasks, select the Active Only checkbox.
- To customize the table columns view, see the instructions in the Customizing a Table section in Reporting.
- To refresh the list, click the Refresh icon ( ).
Adding a New Task
To create a new task:
- In Tasks window, click New.
The Settings tab appears. Specify values in the following fields.
- Click the Assign tab.
- Click the calendar icon and select the start time for the task.
- Click the corresponding button to select the end time for 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.
Click the Allocate tab.
The Allocate tab is available only for an Automatic task type and is disabled for Manual or Calibration task types.
Select a task to allocate.
For an Automatic task type, you must allocate a workload to each assessor. Define the Default Quota for a task using the Edit icon. The Default Quota is the number of interactions that is selected for an evaluation. You can then assign a record to each assessor to be evaluated. The total number of all of the individual allocations must be equal to the total quota.
- Click Save.