Access interactions assigned to you

The Contact Queue displays any contacts that have been assigned to you for calibration, evaluation, or review. Your contact goal tasks and ad-hoc tasks appear here.

These are the types of tasks you can be assigned:

  • Evaluation—Evaluate a contact for quality.
  • Calibration—Complete a calibration evaluation. Your submission is compared with other evaluators’ submissions to ensure consistency among evaluators.
  • Review—Review a recording. You must play back a recording or part of a recording as determined by the person who created the task.

The list of tasks in your contact queue contains the same columns as the contact table on the Recordings page (see Find interactions) plus the following fields:

Field Description

Action

The type of task assigned to you

Ad Hoc Task ID

The ID of the ad hoc task for this contact

Due Date

The date by which this task must be completed and submitted

Task Name

The name of the task or contact goal

Instructions

Any specific instructions for the task provided by the administrator

Contact Queue tasks

Calabrio ONE assigns contact goal tasks to you automatically. An administrator manually assigns you ad hoc tasks. You are required to complete each task by the indicated due date.

  • Contact goal tasks—If your administrator has defined one or more contact goals for you, you are automatically assigned a number of contacts for calibration, evaluation, or review to be completed each day, week, or month. You can also be assigned a contact goal for a specific date. The Contact Queue displays one contact at a time for each goal you have been assigned. Once you complete and submit a contact queue task, you are assigned another contact until all tasks for that contact goal have been submitted.
  • Ad-hoc tasks—Your Contact Queue contains specific contacts that have been individually assigned to you by an administrator.

    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 will not appear in your queue.

Contact review tasks are automatically marked as complete when you have played back the indicated portion of the recording. For information about completing and submitting evaluations and calibrations, see Evaluate interactions.