Assignments

Automatically assign conversations to your Reviewers

Chris Jewitt avatar
Written by Chris Jewitt
Updated over a week ago

Role: Admin, Account Manager, (Workspace) Manager, Lead

How to set up Assignments?

There are a couple of ways to set up an Assignment. You can either create an Assignment from the Assignments settings (Workspace settings), from the Tasks view or you can turn any list of Conversation view filters into an assignment.

  1. To set up an Assignment, you should go to Settings > Users and Workspaces, choose the Workspace, go to Assignments and click on Add assignment.

  2. Now you can complete the following steps to set up your Assignment:

General

  1. Name of your assignment.

  2. Choose the interval (daily, weekly, bi-weekly, monthly) of repetition.

  3. Select a custom start date, time and time zone. For monthly assignments, you choose if you want it to start on the same day every month or on specific dates each month (eg. first day of the month).

Reviewers & reviewees

Choose who your reviewers should be and who should be reviewed. This is where you also select who the reviewee of the ticket is. Most active agent - user who sent the most public messages; Participant - user who left either a public reply or an internal note in a conversation; Assignee - owner of the ticket in help desk. 

Conditions

Create conditions to assign the right kind of conversations which should be reviewed e.g. conversations with more than 3 replies from the previous 30 days.

Goal

The Assignment setup is flexible, so you can adapt it to your current QA process.

  • Assignment approach: First you need to decide if you want to allow your reviewers to pick and choose their own conversations or if you want them to have a list of assigned conversations.

  • Self-reviews: Allow/disallow your reviewers to do self-reviews. Agents (role) do not have access to Assignments

  • Replacing conversations: Allow/disallow the reviewers to find more appropriate conversations than the ones offered in the list.

  • Review goal:

    • Reviewers must collectively review a set number of conversations - based on the exact number or a percentage of conversations they need to cover.

    • Each reviewer must do set number of reviews - specify the individual goal for all

    • Each reviewee must have minimum number of their total conversations - specify the goal based on the reviewee, choose a number of percentage of conversations handled by a specific reviewee that need to be rated.

  • Specify minimum reviews for each reviewee - additional setting to ensure a minimum number of reviews per reviewee is covered.

Finally, make sure to double check that everything is correct and then click on "Create assignment".

The list of Assignments will now show under Tasks menu and in the Browser Extension.

List of conversations also shows how much time is left in the cycle, goal progress and the filters.

You can see how much time you have left to finish the assignment, total goal, your goal (for shared pools of conversations). You can also filter based on:

  • Reviewees or Reviewers,

  • Status - To do, Draft, Done, Removed,

  • Sorting.

For an Assignment overview, click on ℹ️ button which is also a shortcut to editing the conditions of the assignment.

If you are using the Browser Extension, then the name of the Assignment and the goal will only be displayed if you have navigated to that conversation directly from the Assignments view.

How to replace, reassign or remove conversations

Reassign to other users - Conversations can be assigned to different reviewers.

Replace conversation - Removes and replaces the conversation with another one matching the filters.

Remove conversation - Removes the conversation from the pool.

Conversation view filter into Assignment

The second way of creating Assignments is to set up your Conversation view filters and then clicking on "Turn into assignment" button.




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