Automated Sampling and Allocation

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Assignment Activity

Complete audit logs for a case are accessible within the Activity tab in the third pane, providing full visibility of all assignment activities.Each assignment will be displayed as a separate "Card" in the case activity, with the macro or rule that triggered the assignment prominently high

Knowledge Base Article

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Automated Sampling and Allocation

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Unassignment Activity

You can access audit logs for tracking unassignments (sampling and assignment logic) on cases within the Activity tab in the third pane.The card in the case activity indicates when an assignment gets removed.The following fields are displayed on a separate "Card", with the macro or rule th

Knowledge Base Article

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Automated Sampling and Allocation

RS
Sampling and Assignment Policy Builder

The Sampling and Assignment Policy feature enables users to create sampling and assignment policies from templates through the QM persona. They can easily customize sampling conditions, can use new random sampling techniques, and trigger assignment policies through macros, significantly reducing con

Knowledge Base Article

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Automated Sampling and Allocation

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Automated Sampling and Allocation

​Sampling ActionTo assign cases for evaluation, it becomes important to randomly pick a sample of cases for assignment. To sample cases based on different business scenarios, for example, 10 cases per day, 20 cases per month for every agent, etc., can be handled through the sampling actions that are

Knowledge Base Article

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Automated Sampling and Allocation

RS
Advanced Use Cases of Audit Assignment Types

Assign Cases to the User Manager for EvaluationYou can assign cases to the agent's manager for evaluation by first copying the agent's manager into a case custom field using the copy action. Then, assign that case to the manager for evaluation.1. Create a Case Update rule to retrieve the last engage

Knowledge Base Article

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Automated Sampling and Allocation

RS
Troubleshooting Steps & Best Practices

Previewing Rule Flow and Testing TriggersVia Rule EngineClick Triggers located at the bottom left of the Rule Engine window. This opens the Manage Triggers window on the right-hand side. On the Manage Triggers window, select the Test this Trigger option.Next, choose the desired case to run the rule

Knowledge Base Article

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Automated Sampling and Allocation

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