Klaus gives you the possibility to automatically assign conversations to your reviewers on a regular recurring basis.

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

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

  1. Choose the interval (monthly, weekly or bi-weekly) and decide if this should be recurring.

2. Choose who your reviewers should be and who should be reviewed. If you are doing peer reviews, you should check the set as peer review box which will assign conversations to agents in a round robin style. You should also decide how many reviews should be done either in total or per reviewee.

3. Create conditions to assign the right kind of conversations which should be reviewed e.g. conversations with more than 7 replies from the previous 7 days.

4. Finally, give your assignment a name, double check everything is correct and then click on Add assignment:

You will now see a list of Assignments in the Assignment menu. Make sure your new Assignment is activated. Once this is done, the reviewers involved will be able to access the Assignments tab to see the conversations which they need to review for that week/month.

When all of the assigned conversations have been reviewed, the Assignments tab will be empty until the next week/month!

The Assignments feature is available on the Professional and Advanced plans.

Did this answer your question?