Audit Allocations¶

This feature helps you to create and assign allocations to auditors for manual quality scoring.

The users can access the Audit Allocation by going to Contact Center AI > Quality AI > Analyze > Conversation Mining > Audit Allocation.

The Audit Allocations has the following options:

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¶

Settings¶

Steps to add New Audit Allocation in Settings tab:

Click the New Audit Allocation button. The following Settings screen appears to assign the 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.
Click 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 count at the bottom of the slideout displays the total interactions, which is being selected based on random sampling and the user input across date range selection. The % interactions per agent input across channels and the count of the interactions will be assigned for this audit if needed, and this can be adjusted by altering the user input across the fields mentioned. 4. 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 Filter option from the above search filter for audit.

The total interactions count displays the total number of interactions that is being assigned for this audit based on the evaluation form (queue), agent group selection, and the filter selection.
Click 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 displays the number of interactions that will be assigned for each auditor based on the allocation % input that allows you to adjust the input based on your preferences.
The total allocation percentage across all auditors must sum to 100% to enable the Create button.

Note

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

Click Create to assign the interactions for evaluation to the selected auditors
The interactions that users see listed in the audit Allocation tab are the interactions that have been assigned to them for audit.

Note that if this page is empty, it implies that no interactions are there to assign for evaluation.
Upon completion of evaluation for each interaction, the pertaining interaction will be removed from the audit allocation page.