Assign review, evaluations, and calibrations automatically

A contact goal is a list of contacts assigned to evaluators for review, evaluation, or calibration. When you create a goal, you specify the criteria for the contacts and the due date. Goals appear on evaluators’ Contact Queue page.

Prerequisites

Your organization uses Provider Quality Management
Some contact criteria require Provider Analytics (see Step 10 below)
You have the Administer Contact Goals permissions and at least one of these permissions:
- Create Evaluation Goal (needed to create evaluation goals)
- Create Calibration Goal (needed to create calibration goals)
- Create Review Goal (needed to create review goals)
People who are assigned the goals have these permissions:
- View Contacts
- View Contact Goal
- Evaluate Contact (needed to complete evaluation goals)
- Calibrate Contact (needed to complete calibration goals)

Page location

Application Management > QM > QM Contact Flows > Contact Goal Administration

Procedures

View all goals

Select View Contact Goals. Goals are sorted by goal ID.

Create a goal

Select Create a new goal.
Enter the goal’s name in the Name field.
Select the type of task from the Action drop-down list.
Enter the number of contacts included in the goal in the Number of Contacts field.
Select the contact type from the Contact Type drop-down list.
From the Contact Level drop-down list, select whether the number of contacts in the goal is per agent or per team.

EXAMPLE The goal is to evaluate 10 contacts per team. You select Team from the Contact Level drop-down list.
Select the goal’s due date from the Goal Frequency drop-down list. These are your options:
- Day, Week, or Month—Workforce Optimization assigns the goal every day, week, or month.
- Specific Date—Evaluators must meet the goal by a specific date and time. After this date, the goal becomes inactive. Date and time fields appear if you select this option.
- Date Range—Evaluators must meet the goal between a specific date range. After the end date, the goal becomes inactive. Effective Start Date and Effective End Date fields appear if you select this option.
(Optional) To limit the goal to contacts received within a specific time frame, select Only assign a contact between these dates and select the start date and end date.
(Optional) Enter instructions for the evaluators in the Instructions field.
From the Classifier drop-down list, select the first criterion for Workforce Optimization to use when selecting contacts for the goal. Additional fields appear based on your selection. These are your options:
- Calls Less Than—(Call only) Calls that are shorter than a specific duration. Enter the duration or click the clock icon to select it.
- Calls Greater Than—(Call only) Calls that are longer than a specific duration. Enter the duration or click the clock icon to select it.
- Has Metadata Field—Contacts that have a particular metadata field, no matter what value is in that field. Select the metadata field.
- Has Metadata Field With Value—Contacts that have a particular metadata field with a specific value. Select the metadata field and enter the value.
- To—(Text and Email only) Contacts sent to a specific recipient. Enter the recipient.
- From—(Text and Email only) Contacts received from a specific sender. Enter the sender.
- Subject—(Email only) Contacts with a specific keyword in the subject line. Enter the keyword.
- Random Call/Text/Email—Any contacts that are within the evaluator’s scope.
- Reason—(Call only) Contacts with a particular value in the Reason field. Select the reason.
- Predictive Net Promoter Score Less Than—Contacts with a predicted net promoter score less than a specific number. Enter the score. (Requires Provider Analytics)
- Predictive Net Promoter Score Greater Than—Contacts with a predicted net promoter score greater than a specific number. Enter the score. (Requires Provider Analytics)
- Predictive Evaluation Score Less Than—Contacts with a predicted evaluation score less than a specific number. Enter the score. (Requires Provider Analytics)
- Predictive Evaluation Score Greater Than—Contacts with a predicted evaluation score less than a specific number. Enter the score. (Requires Provider Analytics)
Click Add.
(Optional) Select additional criteria from the Classifier drop-down list, and click Add. If Workforce Optimization doesn’t find any contacts that meet the first classifier you selected, it will look for contacts that meet the second classifier, and so on, until it finds at least one contact. If it finds at least one contact that meets a classifier, it stops looking for contacts that meet other classifiers that are lower on the list.

NOTE If Workforce Optimization finds no contacts that meet any of the classifiers for a goal, it does not assign the goal to evaluators. If a contact that meets a goal classifier becomes available later, then Workforce Optimization assigns the goal to evaluators. This delay in assigning goals could prevent evaluators from meeting that goal for a particular time period.
(Optional) To reorder the classifiers, select a classifier and click the up or down arrows. To delete a classifier, select it and click Remove.
In the Users section, move the evaluators who must complete the goal from Available to Assigned.
Select Active in the Goal Status section.

IMPORTANT Activate a goal only when you are completely finished creating it. You cannot edit an active goal.
Click Save.

Copy a goal

If you need to create a new goal that is similar to an existing goal, copying the goal is easier than creating the goal from scratch.

Select Copy an existing goal.
Select the original goal from the Pick an existing goal to copy drop-down list.
Edit the copy if needed.
Select Active in the Goal Status section.

IMPORTANT Activate a goal only when you are completely finished creating it. You cannot edit an active goal.
Click Save.

Change the people assigned to an active goal

The only thing you can change about an active goal is the people who are assigned to it.

Select Edit an existing goal.
Select the goal from the Pick an existing goal to edit drop-down list.
In the Users section, move people to or from the Assigned column.
Click Save.

Edit a goal

You can only edit goals with Editable status.

Select Edit an existing goal.
Select the goal from the Pick an existing goal to edit drop-down list.
Edit the goal and click Save.

Delete a goal

You can’t delete a goal, but you can deactivate it. Deactivated goals no longer send contacts to evaluators’ contact queues.

IMPORTANT Deactivating a goal is permanent. You cannot reactivate or edit an inactive goal, but you can copy it. See Copy a goal.

Select Edit an existing goal.
Select the goal from the Pick an existing goal to edit drop-down list.
In the Goal Status section, select Inactive.
Click Save.