In Quality Management, cases are assigned to the users for evaluations. There are 2 main ways in which cases are assigned for Quality Evaluation.

1. Manual Assignment using Macro

2. Automated Assignment using Rules

Manual Assignment using Macro

Following macro actions are available that can be used to create case level macros to assign for quality evaluations.

1. Assign for Evaluation - This action allows to select quality manager's name to whom case needs to be assigned for quality evaluation, along with the audit form checklist that would be used for evaluation.

2. Assign For Evaluation to Me - This action self assigns the cases for quality evaluation and allows to select audit form checklist that would be used for evaluation.

3. Unassign Pending Quality Evaluations - This action allows to select quality manager's name from whom quality evaluations need to be unassigned, along with the audit checklist form that was earlier assigned.

4. Unassign My Pending Quality Evaluations - This action allows to unassign quality evaluations from the user who applies the macro.

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Automated Assignment using Rules

The Automated Sampling allows users to bulk assign cases to quality managers based on business requirements. Rule Engine is leveraged to create the rules for automated sampling of cases.

Case Update rules are setup to define conditions and actions based on which cases are assigned for quality evaluations. Assignmemt of cases can be done to individual users or set of users, using a Work Queue.​

There are different sub-actions which can be used to during Evaluation assignment.

1. Audit Checklist - The default checklist on which the evaluation will start.

2. Evaluation Type - The evaluation on which the calibration is to be performed.

3. Agent to Evaluate - Select the User upfront on which the evaluation will be assigned such as Last Agent, First Agent and Most Engaged Agent.

4. Conversation Selector - Select the conversation which should be assigned for evaluation