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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

The Work Queue Settings tab enables you to modify the existing task types.

To modify a task type

  1. Select the task type you want to edit.
  2. Click on the right corner of the selected task type.
    The Task Settings dialog box appears.
  3. Modify the values in the following fields as required:
    • Subject: Indicates the subject of the task.
    • Priority: Indicates the priority of the task. Default options are High, Medium, and Low.
    • Duration Days: Indicates the duration (in days) for the selected task type.
    • Auto Approve: Indicates that the tasks must be automatically approved.
    • Auto Reject: Indicates that the tasks must be automatically rejected.
    • Days before Due Date: Indicates the days before which the tasks are automatically approved or rejected.
  4. Click OK to save the changes.

The Auto Approve/Auto Reject options are currently available only for the Scheduling task type.

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.

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