Workforce Engagement Management

We currently have a general program set up with our regular queues that our Compliance team uses to track specific topics/situations.  

I'm trying to set up a new program to enable AI scoring on a specific queue for a trial run, but I'm unable to add that queue because it's in this general program

Is there a way around this or do we need to restructure the way our general program is set up?

Hi Chad,

Yes, this is expected behavior. As far as I know, the same queue cannot be assigned to more than one Speech and Text Analytics program at the same time.

I've been through a similar scenario when organizing STA programs to apply different evaluation forms and AI Scoring rules by segment. In our case, the solution was to restructure the programs instead of trying to reuse the same queue across multiple programs.

What worked well was creating programs with a similar structure to the general one, but splitting the queue assignments by business segment and, when needed, by media type as well.

For example, instead of having one broad general program with all queues, you could have:

General / Compliance program for the regular monitoring queues

AI Scoring trial program for the specific queue or segment being tested

Separate programs for voice, message, or other media types when the form or scoring logic is different

This gives you more control to apply the correct AI Scoring rules and evaluation form to the correct set of interactions.

So in this case, I'd say the way around it is probably to redesign the program structure, removing that queue from the general program and assigning it to a more specific program for the trial.

Hope this helps!

We currently have a general program set up with our regular queues that our Compliance team uses to track specific topics/situations.  

I'm trying to set up a new program to enable AI scoring on a specific queue for a trial run, but I'm unable to add that queue because it's in this general program

Is there a way around this or do we need to restructure the way our general program is set up?