Sampling & Task Assignment Guide

——Support the sampling of chat/talk records by time conditions and common sampling schemes.

Role of Sampling & Task Assignment

Due to the large business volume of the enterprise, when full quantity cannot be inspected by agent, the enterprise can use the sampling inspection function to randomly sample chats/talks for inspection, and assign the tasks to be inspected to multiple agents. A small number of chats/talks are inspected to reflect overall work quality.

Preparation

Ensure that the system has the chat/talk record of agent reception; open agent accounts and assign corresponding permissions according to members who actually participate in the inspection; add an inspection scheme according to the actual business of the enterprise.

Main Functions of Sampling & Task Assignment

• Support the agent with task assignment permissions to assign the samples to inspectors

• Support the agent with task assignment permissions to reassign tasks that have been assigned but have not been inspected

• Support inspectors to sample independently for inspection or process inspection tasks assigned to them

How to Sample or Assign Tasks

● Chat Inspection - Task Assignment

1. Select chat start time and common sampling scheme for sampling in Chat Inspection > Task Assignment > Sampling Assignment. Click「Filter」on the right to expand more filter conditions (Figure 1)

Figure 1: Chat Inspection - Sampling Assignment

2. After filtering samples, you can select Assign All or Assign Some samples.

(1) Click「Assign All」button to assign all samples to the inspector (Figure 2)

Figure 2: Chat Inspection - Sampling Assignment List

Select inspector and inspection scheme in Assign Tasks pop-up window to assign tasks (Figure 3)

Figure 3: Chat Inspection - Assign All Pop-up Window

(2) Check some chat records to assign to the inspector from the filtered sample list (Figure 4)

Figure 4: Chat Inspection - Sampling Assignment List

Click「Assign」and select the inspector and inspection scheme in Assign Tasks pop-up window to assign tasks (Figure 5)

Figure 5: Chat Inspection - Assign Tasks Pop-up Window

3. Select View by Data: support viewing all assigned chat records in Chat Inspection > Task Assignment > Assignment Management. (Figure 6)

Figure 6: Chat Inspection - Assignment Management - View by Data

Support reassigning and deleting uninspected chat records

Figure 7: Chat Inspection - Assignment Management - Reassign/Delete Uninspected Records

Or select View by Inspector: support viewing all chat records assigned to the corresponding inspector. (Figure 8)

Figure 8: Chat Inspection - Assignment Management - View by Inspector

Click「Details」to go to the details page of corresponding inspector assignment records, and switch filter condition to view corresponding inspection data (Figure 9)

Figure 9: Chat Inspection - Assignment Management - View by Inspector - Details

● Chat Inspection - Inspection Evaluation - Independent Sampling

Select samples by filter conditions in Chat Inspection > Inspection Evaluation > Sampling Inspection and click the sample to enter inspection details page for inspection evaluation (Figure 10)

Figure 10: Chat Inspection - Inspection Evaluation - Sampling Inspection

Support switching or selecting chat records, inspected agent and inspection scheme on the inspection details page, and conducting inspection evaluation by standardized inspection items and additional inspection items under the corresponding scheme. (Figure 11)

Figure 11: Chat Inspection - Inspection Evaluation - Inspection Details Page

● Chat Inspection - Inspection Evaluation - Task Processing

View assigned inspection tasks in Chat Inspection > Inspection Evaluation > To Be Inspected and click one task to enter inspection details page for inspection evaluation. (Figure 12)

Figure 12: Chat Inspection - Inspection Evaluation - To Be Inspected

● Talk Inspection - Task Assignment

1. Select call time and common sampling scheme for sampling in Talk Inspection > Task Assignment > Sampling Assignment. Click「Filter」on the right to expand more filter conditions (Figure 13)

Figure 13: Talk Inspection - Sampling

2. After filtering samples, you can select Assign All or Assign Some samples.

(1) Click「Assign All」button to assign all samples to the inspector (Figure 14)

Figure 14: Talk Inspection - Task Assignment List

Select inspector and inspection scheme in Assign Tasks pop-up window to assign tasks (Figure 15)

Figure 15: Talk Inspection - Assign All Pop-up Window

(2) Check some talk records to assign to the inspector from the filtered sample list (Figure 16)

Figure 16: Talk Inspection - Task Assignment List

Click「Assign」and select the inspector and inspection scheme in Assign Tasks pop-up window to assign tasks (Figure 17)

Figure 17: Talk Inspection - Assign Tasks Pop-up Window

3. Select View by Data: support viewing all assigned talk records in Talk Inspection > Task Assignment > Assignment Management. (Figure 18)

Figure 18: Talk Inspection - Assignment Management - View by Data

Support reassigning and deleting uninspected talk records (Figure 19)

Figure 19: Talk Inspection - Assignment Management - Reassign/Delete Uninspected Records

Or select View by Inspector: support viewing all talk records assigned to the corresponding inspector. (Figure 20)

Figure 20: Talk Inspection - Assignment Management - View by Inspector

Click「Details」to go to the details page of corresponding inspector assignment records, and switch filter condition to view corresponding inspection data (Figure 21)

Figure 21: Talk Inspection - Assignment Management - View by Inspector - Details

● Talk Inspection - Inspection Evaluation - Independent Sampling

Select samples by filter conditions in Talk Inspection > Inspection Evaluation > Sampling Inspection and click the sample to enter inspection details page for inspection evaluation (Figure 22)

Figure 22: Talk Inspection - Inspection Evaluation - Sampling Inspection

Support switching or selecting talk records, inspected agent and inspection scheme on the inspection details page, and conducting inspection evaluation by standardized inspection items and additional inspection items under the corresponding scheme. (Figure 23)

Figure 23: Talk Inspection - Inspection Evaluation - Inspection Details Page

Talk Inspection - Inspection Evaluation - Task Processing View assigned inspection tasks through Talk Inspection - Inspection Evaluation - To Be Inspected and click one task to enter inspection details page for inspection evaluation. (Figure 24)

Figure 24: Talk Inspection - Inspection Evaluation - To Be Inspected