Access contacts assigned to you
The Contact Queue page displays any contacts that have been assigned to you for calibration, evaluation, or review. Contacts can be assigned to you through contact goal tasks or ad-hoc tasks.
Task type | Definition |
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Contact goal task | If your administrator has created a contact goal for you, Workforce Optimization automatically assigns you a number of contacts to complete each day, week, or month. You can also be assigned a contact goal for a specific date. |
Ad-hoc task | Contacts that a team leader or administrator has specifically assigned to you. |
NOTE Contacts must be less than a year old for them to appear in your contact queue. If an administrator assigns you an ad-hoc task for contacts more than a year old, they do not appear in your queue.
Prerequisites
- Your organization uses Provider Quality Management.
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You have these permissions:
- View Contacts
- View Contact Goal
- Evaluate Contact (needed to complete evaluation goals)
- Calibrate Contact (needed to complete calibration goals)
- A team leader has assigned contacts for you to in an ad-hoc task, or an administrator has created a contact goal and assigned it to you.
Page location
Contact Queue
Procedures
Work with recordings assigned to you
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Read the information in the Action, Due Date, and Instructions columns. You might need to scroll sideways to see these columns. These are the types of Actions:
Action What you need to do Calibration Evaluate the contact. Your evaluation is compared with other evaluators’ submissions to ensure consistency among evaluators. Evaluation Evaluate the contact for quality. Review Play the recording or part of the recording as instructed by the person who created the task. - Double-click the task. The contact opens in a new tab.
- Play and evaluate the contact as needed and close the tab.
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Go back to the Contact Queue page and click Refresh . If you have finished the task, it disappears from the page.
NOTE Contact goals can contain more than one contact. The Contact Queue page shows one contact at a time for each goal assigned to you. Once you finish working with the first contact from the goal, Workforce Optimization assigns you another contact until you have finished all the tasks for that contact goal.
Add or remove columns on the Contact Queue page
- Click Settings . The Configure Fields window opens.
- To add a column, select its check box. To remove a column, clear its check box.
- Click Apply. The Configure Fields window closes.
The contact queue contains the same columns as the Interactions page (see Customize the columns on the Interactions page) plus the following fields:
Column name | Description |
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Action |
The type of task |
Ad Hoc Task ID |
The ID of the ad hoc task for this contact |
Due Date |
The date by which you must complete this task |
Task Name |
The name of the task or contact goal |
Instructions |
Any specific instructions for the task provided by the person who created the task |
Related topics
- —Information about completing and submitting evaluations and calibrations.
- Customize the columns on the Interactions page—Definitions for the other columns that appear in the Contact Queue.
- Assign review, evaluations, and calibrations manually—Instructions for team leaders to create an ad-hoc task.
- Assign review, evaluations, and calibrations automatically—Instructions for administrators to create a contact goal.