How workflow administration works

Learn more about QM workflows, including the differences between End of Call (EOC) and Daily event types and how Calabrio ONE handles conflicting workflows.

Event types

The EOC and Daily event types determine at which point after a contact the workflow process takes place. After you select an event type, you can configure workflows to take a variety of actions. See Automate QM workflows for a complete list of workflow actions.

The logic applied to the three actions listed below varies depending on if the action is applied to a daily or EOC event. Details on the differing logic can be found in the sections on Daily events and End of Call events.

Keep <n> % of random voice recordings
Keep <n> % of random matching screen recordings
Keep <n> % of random unmatched screen recordings

Where <n> indicates a text field, check box, or drop-down list where a unique value can be set.

Daily events

Daily events are when a workflow processes all recordings once a day. If there are calls still being recorded when a daily workflow is executed, those calls are uploaded when the next daily workflow runs. Daily workflows can be configured for actions that allow you to keep a certain percentage of voice or screen recordings. Calabrio ONE calculates daily workflows using an exact percentage. Meaning, if you configure a workflow to keep 20% of random voice recordings, then 20% of random voice recordings will be kept when the workflow processes.

End of Call events

End of Call (EOC) events are when the workflow processes the recording at the end of each individual call. Unlike daily workflows, EOC workflows are calculated at the end of each contact using a calculated approximate percentage. Calabrio ONE estimates the percentage for all contacts because only the data for the current contact and earlier contacts is available at the time of processing. To estimate this percentage, the system uses logic similar to a deck shuffle model to decide what happens to the contact.

In the deck shuffle model, a theoretical deck is assigned to each agent. This deck consists of cards to keep and cards to discard in proportion to the configured keep <n> % of media action, such as keep <n> % of voice recordings. Where <n> indicates a text field, check box, or drop-down list where a unique value can be set. Calabrio ONE shuffles the deck, and then for each contact Calabrio ONE draws the card from the top of the deck and keeps or discards the contact based on that card. The deck is reshuffled when Calabrio ONE reaches the end of the deck. The deck shuffle model ensures that contacts are not over represented or under represented in proportion to the percentage of contacts you configured Calabrio ONE to keep.

IMPORTANT If an agent takes fewer than 10 calls in a day, then the actual percentage is not guaranteed to match the percentage you configured for the EOC workflow.

QM workflow conflicts

For most workflows, you can select multiple concurrent actions. However, conflicts can happen when you configure actions that are not compatible. Every action that can potentially trigger conflicts is listed below.

NOTE These actions on their own do not trigger conflicts. It is only a few select combinations of these actions that can trigger conflicts.

Keep <n> % of Random voice recordings
Keep <n> % of Random matching screen recordings
Keep <n> % of Random unmatched screen recordings
Recycle Immediately Voice Recordings
Recycle Immediately Screen Recordings.

EXAMPLE A workflow is configured to Keep 10 % of random voice recordings, and Recycle Immediately Voice Recordings. The system is being asked to do two opposing actions, which are keeping and recycling voice recordings. This creates a conflict.

Conditional statements

The conditional statements below show all of the specific scenarios that trigger conflicts by showing the configurations of two conflicting actions in head-to-head match ups and the final outcome of which of the competing actions wins. When an action wins, Calabrio ONE follows the winning action and disregards the losing action.

If:	Then:
There is an EOC Recycle Immediately workflow and Daily Keep <n> % of media workflow.	The EOC Recycle Immediately workflow is followed.
There is an EOC Recycle Immediately workflow and Daily Recycle Immediately workflow.	The EOC Recycle Immediately workflow is followed.
There is an EOC Keep <n> % of media workflow and Daily Recycle Immediately workflow.	The EOC Keep <n> % of media workflow is followed. The EOC configured Upload Time and Retention Policy are followed.
There is an EOC Keep <n> % of media workflow and Daily Keep <n> % of media workflow.	The EOC Keep <n> % of media workflow is followed. The EOC configured Upload Time is followed and the Daily Retention Policy is followed.

IMPORTANT Generally, if there is a conflict between two workflows, then the workflow that is configured to run first is followed.

IMPORTANT Generally, if there are two workflows with conflicting retention policies, then the workflow that was most recently updated is followed.