I was playing around with quality management a few months ago and couldn't find a way to do get just a random sample of interactions to evaluate. (I actually ended up accidentally assigning myself over a hundred interactions to evaluate. It took a while to clear all of them.)  If there is a way to do it, it would probably be where you create and enable policies (https://help.mypurecloud.com/articles/create-recording-policy/). Maybe some else can say for certain whether you can or cannot do this? 

If you can help ....am facing issue, am creating policy, but policy is not creating evaluations for interactions? does it take time to reflect

------------------------------
Swapnil Thorat
Voya Services Company
------------------------------

Original Message:
Sent: 11-02-2016 13:56
From: Jordan Robinson-Rucker
Subject: Is there a way to get a sample of interactions to review and not just every interaction in a queue or by a certain agent?

I was playing around with quality management a few months ago and couldn't find a way to do get just a random sample of interactions to evaluate. (I actually ended up accidentally assigning myself over a hundred interactions to evaluate. It took a while to clear all of them.)  If there is a way to do it, it would probably be where you create and enable policies (https://help.mypurecloud.com/articles/create-recording-policy/). Maybe some else can say for certain whether you can or cannot do this? 

Yes. There are a couple of ways you can accomplish finer-grained interaction evaluation:

1. You can set criteria for which interactions to evaluate based on duration, wrap up codes, conversation direction, etc. For a full list, see https://help.mypurecloud.com/articles/create-recording-policy/). For example, you could set a policy to only assign evaluations to inbound interactions over 15 minutes long. 

2. You can also use "metered evaluation." Metered evaluation assigns a set number of evaluations to assign per time period that is defined by you. If many interactions would match the policy, metered evaluation ensures that evaluators aren't inundated with evaluations and keeps things manageable. For example, you could assign 5 evaluations per day to evaluator(s). PureCloud will randomly assign 5 matching interactions to those evaluators. Metered evaluation is also set in the policy ( https://help.mypurecloud.com/articles/create-recording-policy/)

 

Finally, as the article describes, you can apply 1 and 2 at the same time--for example, you can apply a metered evaluation to only inbound calls that are more than five minutes long.