Conversation Mining - Audit Allocations¶

The Conversation Mining feature helps you to create and assign allocations to auditors for manual quality scoring.

Access Audit Allocations¶

Navigate to Quality AI > ANALYZE > Conversation Mining > Audit Allocations.

The Audit Allocations has following key Items:

Agent: Shows the name of the Auditor.
Actions: Allows auditors to assign the allocation to the desired bookmark for later reference.
Assigned Date: Shows the assigned date to start the audit.
Name: Shows the audit name.
Created By: Shows the auditor name who has initiated.
Evaluation Form: Shows the forms list that are assigned to the QM auditors as assessments for review compliance.
Kore Evaluation Score: Shows the Kore Evaluation score.
Filters: Shows the filter options to search and add the filters.
New Audit Allocation: Allows to create and assign the interactions for a new audit allocation.

New Audit Allocation¶

You can access Audit Allocations by navigating to Quality AI > ANALYZE > Conversation Mining > Audit Allocations > New Audit Allocation.

Settings¶

Steps to add New Audit Allocation in Settings tab:

Select New Audit Allocation to assign interactions for a new audit allocation.
Under the Settings, enter a Name for the audit that needs to be done.
Enter a short Description of the audit which is optional.
Select an Evaluation Form from the drop down list to evaluate for.
Select Agents to search an agent from the drop down list to assign specific agents to a Queue for audit allocation.
Select Agents Groups to search an agent group from the drop down list to assign the agents group to a Queue for audit allocation.
Select Next to move to Allocation section.

Allocation¶

Steps to Add New Audit Allocation tab:

Select an Allocation Type (Random or Custom).
1. Random allocation allows users to select randomly sampled interactions to be assigned for audit.
2. Custom allocation allows users to select saved filters from Conversation Mining to be assigned for audit allowing focused evaluations.
By default, the Random radio button is selected. If you choose Random, then select a Date range.
Select the Channel to enable Voice toggle button, and specify the % Interactions per agent that you want to assign for audit. Based on the input, a random set of interactions is getting selected among the selected agents, and the selected queue (based on the form selection).

a. The number of interactions per agent count below the input box displays the average number of interactions across the selected agents, which is being taken based on the % interactions per agent allocation user input.

b. The Total interactions value at the bottom of the panel shows the number of interactions selected based on random sampling and the user’s date-range input. The system applies the percentage of interactions per agent, along with the interaction count across channels, to the audit when required. You can adjust these values by changing the corresponding user inputs in the available fields.
If you choose Custom, then the following screen appears to select a saved filter for Custom Allocation to assign those interactions for audits.
Select a required search filter for audit.

The total interactions count displays the total number of interactions that's assigned for this audit based on the evaluation form (queue), agent group selection, and the filter selection.
Select Next to move to Assignment tab.

Assignment¶

Steps to Add New Audit Allocation in Assignment tab:

Select the Auditors from the Search filter that you want to assign interactions for manual evaluation.
Enter the % allocation of interactions that you want to allocate for each selected auditor.

The Interactions column shows the number of interactions assigned to each auditor based on the allocation percentage. You can adjust this percentage to match your preferences.
The total allocation percentage across all auditors must sum to 100% to enable the Create button.

Note

When the assignment configuration is completed, such that the total allocation percentage is 100%.

Select Create to assign the interactions for evaluation to the selected auditors
The interactions shown in the Allocation tab are the ones assigned to the user for audit. The audit allocation tab shows empty if no interactions are available for evaluation.
After the user finishes evaluating an interaction, the system removes it from the audit allocation page.

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