Case sampling rules revolve around the idea of selecting cases from a larger pool based on defined conditions. This selection is done in a random and unbiased manner, allowing contact centers to distribute Cases between queues without skewing results.

Business Use Case

• Distributing Cases between multiple Work Queues: When we have different group of agents handling same type of Cases and incoming Cases need to be routed to these groups independently, we can use Case sampling to achieve it. This is typically needed when Contact Center operations are outsourced to multiple external vendors and Cases need to be distributed to each of them based on agreed volume.

• Quality Assurance and Agent Performance: Supervisors can use case sampling to randomly audit cases and assess agent performance. By selecting cases across different agents and scenarios, a fair representation of performance is obtained. This aids in identifying strengths, areas for improvement, and ensures that every agent receives a balanced assessment.

• Compliance Monitoring: In industries with strict compliance requirements, case sampling can help ensure that agents adhere to regulations. Randomly selecting cases for compliance checks prevents agents from anticipating and adjusting their behavior based on predictable patterns.

How to setup rule for sampling

1. Select Case Queue which contains the cases for sampling.

​

​

2. Next, we define the sampling conditions. You can sample cases by:

• Percentage - Cases will be picked on the basis of the defined percentage. For example, if you select the Percentage of assets to sample from set value as 20, then 20 percent of total cases will be picked.

​

• Number - Cases will be picked randomly from a defined sample set size. For example, if you select the Number of assets to sample from set as 200 and Sample Set Size as 50 then 50 cases will be picked from a sample of 200 cases.

Similarly you can select the case sampling by duration also and define the tigger conditions accordingly. The following options are available :

• Number per hour - Cases will be picked randomly from a defined sample set size every hour. For example, if you select the Number of assets to sample as 10 then 10 cases will be picked randomly every hour.

• Number per day - Cases will be picked randomly from a defined sample set size every day. For example, if you select the Number of assets to sample as 50 then 50 cases will be picked randomly every day.

• Number per week - Cases will be picked randomly from a defined sample set size every week. Note that Monday 00:00 is considered the start of the week. For example, if you select the Number of assets to sample as 100 then 100 cases will be picked randomly every week.

• Number per month - Cases will be picked randomly from a defined sample set size every month. For example, if you select the Number of assets to sample as 200 then 200 cases will be picked randomly every month.

​

3. At last, select the Work Queue in which the sampled cases should be sent to. The cases will be assigned to the available agents in the queue. In the other path of the sampling condition, you can assign the rest of the Cases to the other Work Queue.