We created a policy with the following criteria:
- Matching criteria: 1 work team (32 agents) and 3 specific queues
- Action: Create 1 evaluation per agent per week
The policy was enabled last Wednesday, but it did not create any evaluations between Thursday and Saturday, despite having several calls that met the criteria. On Sunday, only one evaluation was created for a single agent at 12:01 am.
Can you help us understand why no evaluations were created from Thursday to Saturday?
According to the resource center article, the prorating rule should apply for this policy, meaning the policy should create more than one evaluation given the number of calls that met the criteria. Why did the system only create one evaluation?
We have some additional questions:
- Is it expected that weekly interval policies will always start working the following week?
- Does the system choose a random day within the week to create evaluations for all agents, or will it distribute evaluations across multiple days of the week?
- The resource center article indicates that the system will try to "catch up" by creating the expected number of evaluations before the end of the week. Can you clarify when this happens? Will it always occur on the last day of the week (Sunday)?
We would appreciate any information anyone can provide. Understanding how the policy creates evaluation will allow us to use the QM features effectively in Production.
#Reporting/Analytics------------------------------
Rence
Tykans Group Inc
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