Thank you Paul, I came to the same conclusion. This supports my findings in the matter.
It's that trying to get departments on the same page. Using policies added some change
team members just weren't expecting.
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Daniel Cross
Bright Horizons Family Solutions LLC
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Original Message:
Sent: 11-08-2022 09:02
From: Paul Simpson
Subject: Quality Policies
Hi,
300 Agents, 3 evaluations each is 900 evaluations.
7 evaluators means 129 (rounding) per evaluator per month.
Now, I don't know if you're a 7-day or a 5-day per week shop, so...
If you are a 7-day shop, that's just over 4 evaluations per evaluator per day, on average. If you're a 5-day shop, it's between 5 and 6.
Either way, these numbers fall within the 0-7 per day you are seeing.
Or am I missing something?
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 11-07-2022 10:02
From: Daniel Cross
Subject: Quality Policies
Hi Robert,
Thanks for your reply. Evaluations did start coming but just barely. We have 300 agents, 7 quality evaluators, and 10 policies.
Policies are set to 3 evaluations a month per agent. Evaluators are receiving 0-7 each day. Mostly 0-3.
I have confirmed evals from all policies except EA Help Desk.
Any ideas appreciated.
Below gives example of how it's set. Evaluators on the left. The 10 policies and which evaluators are assigned to the policy.
Yellow = agents in policy/evals per month
Green += Total evals for month.
Original Message:
Sent: 11/4/2022 11:24:00 PM
From: Robert Wakefield-Carl
Subject: RE: Quality Policies
Is this still an issue or are you getting them now? I can see if you are using a per week or per month selection, it will not necessarily send evaluations immediately, especially if you have a low number of selections. Remember it is not a true selection, but a statistical possible selection since the system cannot possibly know how many calls the agent would take in a day, week, or month. It matters the calls for a bit then assumes an average to then start the selection process. So, in your case the system is trying to determine the total number of calls and then statistically determining how many and which calls need to be sampled.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 11-01-2022 10:21
From: Daniel Cross
Subject: Quality Policies
Hi All,
We started several policies to deliver calls for evaluation yesterday 10/31. Policies were set to run 10/31 - 11/29.
No calls were delivered this morning to any of our Quality consultants.
I'm curious if this is expected behavior. The policies were created in the afternoon. From my testing, calls get delivered at 12 AM
each morning. Could the policies have been started too late in the day or is there an expected 24 hours before they start coming?
#QualityManagement
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Daniel Cross
Bright Horizons Family Solutions LLC
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