Workforce Engagement Management

Hello all-

We are about to start testing automated QA with an AI form and had questions on how the agent scoring rules work.

We see that the Program is the starting point and any queues that are a part of that Program will have evaluations for all interactions or a percentage. Here are our initial questions:

                                       -If we do a percentage of calls for the queues are the evaluations evenly distributed across the agents that handle those queues?

                                       -Can we set rules to only evaluate interactions for a specific period each month as we coach for the last 5-7 days of each month for the same month                                             interactions? 

                                        -If a queue is part of one Program, can it be used in another Program simultaneously? 

                                        -What are the rules as to which interactions are being evaluated? Does it evaluate agents across the month or front-load evaluations at start of the                                                month?

                                        -With the Agent Auto-Evaluation Form type, can we update during the month if we see discrepancies with how AI questions are being answered?

                                        -If we do make updates will the Program start over and evaluate another percentage of interactions?

                                        -What is the view to agents that are being auto-evaluated with respect to scores? General score for all interactions?

If there are any organizations using automated QA that can assist with these questions, it would be much appreciated.

Thank you.

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