Assignments (in Elevate SX)

Do you have a large QA team? Has it been difficult to manage and keep a track of what each QA resource is doing and then, comparing their results/performances? Do you typically employ multiple tools (QA tools, Spreadsheets, Notes etc.) for the same?

With ElevateSX, you’re never going to have to worry about this again. Be it QA Assignments, Calibration Assignments or Grade the Grader (G2G) Assignments – we’ve got it all covered.

QA Assignments:

These are the most basic of assignments – these are meant for QA Managers to plan out and automate the admin work involved in QA checks and evaluations that a team must carry out. You can also create recurring assignments that would auto-create based on your selected frequency! 

Calibration:

Have you wondered if your entire QA team is aligned and they’re scoring consistently? If not, there could be a host of problems such as - confusion among agents, difficulty in adopting & understanding processes etc – all of which contribute towards an inconsistent and below-par experience for your customers.

To solve this, we have Calibration assignments. These assignments are meant to set and reinforce a standard within your QA team, test new process and scorecards. Your entire QA team, separately reviews the same ticket(s) and once done, you have a report generated that compares the evaluations. Take this offline to close any such gaps and/or give your team kudos!

Reports - Assignments like Calibrations and G2G have reports that are generated and accessible only from within the "View" assignment pop-up. Within these reports you can quickly and efficiently view the contents and results of the assignment within our UI - they're designed for you to use during coaching/feedback sessions with your team members. On request, we also have a report that can be sent via email that contains the raw data of the assignment.

Note – This is an internal assignment only and the scores not be displayed anywhere. This does not change the ticket’s QA score.

Grade the Grader (G2G):

Do you ever check to see if your QA team is carrying out evaluations properly?

With ElevateSX, you now have Grade the Grader assignments that do just this! Easily create an assignment to review a previously manually reviewed ticket – that provides an additional QA score to the ticket which is only visible via the report.

Reports - Within the 'View' assignment pop-up, you have access to a G2G report created for the assignment - they're designed for you to use during coaching/feedback sessions with your team members. 

Note – This is an internal assignment only and the scores not be displayed anywhere. This does not change the ticket’s QA score.

Creating an Assignment

1. From your Nav Bar within ESX, click on the 'Create Assignment' option in the QA section OR;
   Navigate to your Assignments page. Once there, click on ‘Create Assignment’ and choose one option from the dropdown.

2. Fill in all the fields in the 4 sections of the forms. These are:

• Details – Name, Scorecard, Due Date, Scoring Type and Frequency
• Participants – Choose the reviewers and reviewee.
• Ticket Selection – Select the date range for the ticket selection and the number of tickets for the assignment
• Filters – This is where you can choose to Include or Exclude any other conditions or properties.

A detailed explanation of each field can be found below.

• Once done, confirm the details in the floating status container.

• If all looks good, click on Submit and then ‘Confirm’ in the resulting window

• Voila! Your assignment is created!

Additionally, you have the ability to create a copy of an existing assignment within seconds, using our Clone functionality. 

Within the All Assignments table, click on the 'Clone' button and you will be taken to the 'Create Assignment' page with almost everything pre-filled based on the assignment you chose to clone! 

Starting & Completing an Assignment

• Once your assignment has been made, head over to QA > Assignments to start your reviews
• Click on the Start icon.

• Start your review!
• Apart from marking behaviors and leaving comments against each you also have the ability to:
  • ‘Skip’ the ticket – This marks the ticket as unworthy for a review and the ticket gets removed from this and all future assignments. In addition, this adds another ticket to the Assignment (using the same creation logic) to ensure you don’t miss on your quotas.
  • Close the ElevateSX analysis in the left-panel and view only the ticket body and the scorecard that needs to be filled.
  • At any point, as long as 1 behavior has been marked, you may complete the review and move on to the next ticket.
  • At any point, you can also simply close the window. All completed reviews within an assignment will be saved.

• Once done reviewing a ticket, click on ‘Complete Review’.

• You now have the ability to leave additional feedback/comments at a ticket level. This is optional. After, click on ‘Confirm’.

• Once completed, you can click on ‘Next’ to move to the next ticket in the assignment. Score the rest in the same way.

• When you complete on the final ticket of the assignment, you will see a confirmation message.

Once a ticket has been reviewed, the Manual QA score will be updated and this will be the final score for the ticket henceforth. The only way for a change to be made to this is through Disputes.

Post Completion of an Assignment:

Stopping Assignments - This is a means to stop in-progress assignments from being completed by the respective auditors (if say, an assignment was accidentally created), and can only be done by the creator of an assignment. Once stopped, all tickets audited will remain as audited (all data saved) and tickets that were pending will go back into the queue for future assignments. Additionally, once stopped, an assignment can then be deleted. Completed assignments cannot be stopped, but directly deleted.  

Deleting Assignments - Once deleted, an assignments will be removed from the UI permanently. All data from completed audits remains and will continue to be displayed within Dashboards and Ticket Detail pages (and be available in reports). This can only be done by the creator of the assignment. 

Note - There is no way to edit an assignment. 

Assignment Form – Definitions:

Name – Enter the name for your assignment

Scorecard – Choose the scorecard to be used to review the assignment (all tickets)

Due Date – This is the date by which the assignment should get completed. When elapsed, the same would permanently change and be displayed in red within the Assignments pages along with notifications being sent out to the relevant members. However, tickets can still be scored after the set date.

Scoring Type – Choose whether scoring is to be done at a Ticket Level, Comment Level or at an Agent Level. 

• Ticket Level scoring has a scorecard form that applies to all comments - ie you score the entire ticket and all agents as one. 
• Comment Level scoring is where you score each comment individually. This is what our AutoQA does and is otherwise not recommended for manual reviews.
• Agent Level scoring is where you have to compulsorily choose which agent(s) you want to review and each of them will be reviewed differently.
  
  

Frequency – Choose if and how you want your assignment to be one-time or recurring. One-time assignments also have two types:

• Now - This would be creating an assignment immediately. 
• Scheduled - This would allow you to create a single assignment that would only appear in the UI for the reviewers that are a part of it, as per the date set by you. Like recurring assignments, we create a Master and Child assignments for these assignments as well, to give you full control when managing them. 

    Please refer to the article on recurring assignments to know more about Master and Child assignments and     managing them. 

Reviewees – Choose the members to be reviewed. For QA & Calibration assignments these are Agents and for G2G assignments, these are QAs themselves.

Reviewers – Choose the members to carry out the reviews.

Date Range – Choose the date range for which tickets are picked and added to the assignment, as per their Opening date.

Tickets per Agent – Choose the number of tickets to be added to the assignment, per previously selected Agent

Channels – Choose to mandatorily get tickets from a particular channel

Filters – Like the Channels, these are other criteria that can be Excluded or Included to the ticket selection criteria.

• Date - Choose to include or exclude another date range for ticket selection
• Ticket - Select a specific ticket(s)
• Tags -  ElevateSX’s ticket tags like Profanity, Escalation etc.
• All Source Tags - All ticket tags imported from your SOR
• Reason Tags - A subset of “All Source Tags”, specifically to denote the reason for the ticket’s creation
• Status - Status of the ticket
• CSAT - Customer Satisfaction Score from your SOR
• QA Score -  QA Score within ESX
• No of Agents - Number of Agents to have worked on the ticket
• Replies - Number of replies within the ticket
• CES - Customer Effort Score
• Call Duration - Filter using the length of a call

For eg: You can choose to:

Include tickets that have the tag ‘Profanity’ OR

Exclude tickets from March 2022 OR

Include tickets with a low CSAT etc.