Agent Selection Preference for Assign for Evaluation Macros
Updated
You can configure Agent Selection Preference for the Assign for Evaluation macro in Manual Quality Management (MQM). This enhancement allows the macro to dynamically determine the Agent for Evaluation based on interaction participation or a user-type case custom property, providing greater flexibility when assigning evaluations.
Previously, the Assign for Evaluation macro only allowed you to specify the auditor and audit checklist, while the system determined the Agent for Evaluation using the default assignment logic. With this enhancement, you can explicitly control how the Agent for Evaluation is resolved.
This feature helps you:
- Align evaluation assignments with existing assignment policy logic.
- Evaluate the most relevant agent based on interaction participation.
- Assign evaluations to a specific user using a case custom property.
- Reduce manual effort when creating evaluations.
- Improve consistency across evaluation assignment workflows.
Configure the Assign for Evaluation Macro
To configure an evaluation assignment macro:
- Navigate to All Settings > Macros.
- Select Add Macro.
- Set Apply On to Case.
- Under Manual Actions, select Assign for Evaluation (Case Action) from the Action dropdown.
Configure the following values:
- Select User to Assign To: Select the auditor who will perform the evaluation.
- Audit Checklist: Select the checklist to use for the evaluation.
- Agent Selection Preference: Select how the Agent for Evaluation should be determined.
Agent Selection Preferences
The following options are available under Agent Selection Preference:
Option | Description |
Last Engaged Agent | Assigns the evaluation to the most recently engaged agent. This is the default option. |
First Engaged Agent | Assigns the evaluation to the first agent who participated in the interaction. |
Most Engaged Agent | Assigns the evaluation to the agent with the highest level of participation in the interaction. |
From Case Field | Assigns the evaluation based on the value stored in a configured user-type case custom property. |
Note: If no Agent Selection Preference is selected, the evaluation is assigned to the Last Engaged User.
How Agent Selection Works
The selected Agent Selection Preference determines how the system identifies the relevant interaction and subsequently resolves the Agent for Evaluation.
Agent Selection Preference | Interaction Selection Logic | Agent for Evaluation |
First Engaged Agent | Uses the first qualifying interaction in sequence. | Agent associated with the first qualifying interaction. |
Last Engaged Agent | Uses the most recent qualifying interaction. | Agent associated with the last qualifying interaction. |
Most Engaged Agent | Evaluates participation across interactions to identify the most engaged agent. | Most engaged agent. |
From Case Field | Uses a configured user-type case custom property to identify the target participant. | User specified in the case custom property. |
Agent Selection Preference does not directly select a user. The system first identifies the relevant interaction based on the selected strategy and then derives the Agent for Evaluation from that interaction.
Use a Case Custom Property to Select the Agent
If you want to assign an evaluation to a specific user, use the From Case Field option.
Prerequisites
Before you can use From Case Field, create a case custom property with the following configuration:
Property Setting | Value |
Type | Case Custom Property |
Input Type | Users |
For example: User to Evaluate
Configure the Macro
When using From Case Field, configure two separate macro actions:
Action 1: Assign for Evaluation
Configure:
- User to Assign To
- Audit Checklist
- Agent Selection Preference = From Case Field
Action 2: Case Custom Property
Add a case custom property action and select the user-type field that stores the person to be evaluated.
For example: User to Evaluate
The selected value becomes the Agent for Evaluation when the macro is applied.
Note: The case custom property and Assign for Evaluation actions are configured independently but work together when From Case Field is selected.
Apply the Macro
When a user applies the macro from Case Analytics, they provide:
Auditor
Select User to Assign To.
This user performs the evaluation.
Audit Checklist
Select Audit Checklist to Assign.
This checklist is used during evaluation.
Agent Selection Preference
Select the logic used to determine the Agent for Evaluation.
Available options include:
- Last Engaged Agent
- First Engaged Agent
- Most Engaged Agent
- From Case Field
Using From Case Field
When From Case Field is selected:
- The configured user-type case custom property becomes available.
- Select a user in the field.
- The selected user becomes the Agent for Evaluation.
- The evaluation is created for that user regardless of engagement order.
Example
Macro Configuration
Action | Value |
Assign for Evaluation | Configured |
Case Custom Property | User to Evaluate |
Macro Execution
Field | Value |
Auditor | John Doe |
Audit Checklist | Checklist A |
Agent Selection Preference | From Case Field |
User to Evaluate | Hannah |
Result
Attribute | Value |
Auditor | John Doe |
Agent for Evaluation | Hannah |
Audit Checklist | Checklist A |
The evaluation is created for Hannah, even if Hannah isn't the last engaged agent.
Custom Property Resolution
The system always uses the current value of the configured case custom property at the time the macro is applied.
For example:
Property | Value |
User to Evaluate | Agent A |
Agent Selection Preference | From Case Field |
Result:
- Agent A becomes the Agent for Evaluation.
If the property value changes before macro execution, the updated value is used.
Permission Behavior
Self-Evaluation
When the auditor and Agent for Evaluation are the same user:
Scenario | Result |
Self-Evaluation permission available | Allowed |
Self-Evaluation permission not available | Not allowed |
Self-Evaluation permission is sufficient even when Create permission isn't available.
Evaluation of Another Agent
When the auditor and Agent for Evaluation are different users:
Scenario | Result |
Create permission available | Allowed |
Create permission not available | Not allowed |
Self-Evaluation permission alone doesn't allow an auditor to evaluate another user.
Assignment Failure Scenarios
The evaluation assignment doesn't proceed when:
- No eligible engaged user is found.
- The required user-type case custom property isn't configured.
- The configured case custom property has no value.
- The selected Agent for Evaluation isn't eligible for the case.
Note: If no eligible engaged user or agent can be identified, the evaluation isn't assigned. This behavior replaces the previous fallback behavior of assigning evaluations to Sprinklr System.
Backward Compatibility
Existing macro configurations continue to work without modification.
The following behavior remains unchanged:
- Existing macros continue to use their current assignment behavior.
- Macros without an Agent Selection Preference continue to use the existing assignment logic.
- Last Engaged User remains the default assignment behavior.
- No updates are required for existing macro configurations.