​Case Sampling rules help you randomly choose cases from a sample of cases based on the defined conditions. For example, using case sampling condition:You can randomly send a survey to the customers without any bias on a sampled set of cases.Supervisors can audit cases randomly to measure agent performance.

​Setting up a rule to sample cases

• Under Governance Console, click Rule Engine within Collaborate.

• On the Rule Engine window, click Create New Rule in the top right corner.

• On the New Rule window, provide a Name and an optional Description for your new rule and set the Rule Scope to Customer.

• From the Context drop-down menu, select Case Creation or Case Update.

• If required, modify the values for Activation Date, Rule Execution Batch, and Rule Type. To proceed with the default values, click Next.

• On the Rule Builder window, click the Addition icon and select Add Condition.

• On the Edit Condition pane on the right, enter a Name for the condition.

• Under Conditions Applies To "Universal Case", select Case Queue from the Condition dropdown and select the desired queue from the corresponding field, if you want sample cases from a particular queue. You can chain multiple conditions together to refine the scenarios that must be met for the subsequent action to be executed.

• Next, under Conditions Applies To "Sample a subset of assets from a given set", select Sample By from the Condition dropdown and the desired value from the corresponding dropdown.

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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 30, then 30 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 100 and Sample Set Size as 10 then 10 cases will be picked from a sample of 100 cases.

• 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.

Also, select the Sampling Category as All to sample the cases from all the cases or Per User to sample the cases from cases assigned per user.

• Next, on the Rule Builder window, click the Addition icon on the Yes branch of the above condition and select Add Action. You can add the desired action such as adding a note, assigning to users or queues, etc. For example, under Actions To "Universal case", select Add to Case Queue from the Action dropdown and select the desired queue from the Value dropdown to add the sampled cases to a particular queue.