Quality Planner

The Quality Planner lets you create and manage quality plans from a centralized location. A quality plan is a tool for quality assurance. It samples random interactions based on filters you define, and sends those interactions to evaluators for review. The supported languages are Brazilian Portuguese, English, Canadian French, Dutch, European Spanish, French, German, Spanish, and Japanese.

The Evaluation view assigned to you determines if you are able to see restricted teams and users in:

  • Quality Plans

  • My Tasks

  • Quality Plan Distribution

  • Plans Monitoring

You can define which agents to sample, what time period to sample from, the interaction details, and which evaluators to send interactions to.

For each plan, you need to attach an evaluation form—the questionnaire the evaluators will use to review the interactions they receive. You need an activated evaluation form for a quality plan, so make sure you visit the Form Manager first.

Once a quality plan is active, it searches for interactions that meet the parameters every 4 hours. Interactions will be selected evenly throughout the plan period, so your agents are evaluated fairly. Evaluators can open the assigned evaluation from their Tasks page in My Zone.

You can view the completed evaluations in your Evaluations page in My Zone.

Create a Quality Plan

  1. Click the app selector and select CXone Quality Management.
  2. Click Quality Planner.

  3. Click New Plan.

  4. Name your plan. It is optional to add description.

    It is best to add the line of business at the beginning or end of the quality plan name. It will help you sort the quality plans. Though description is optional, it is useful to specify what the plan is about.

  5. Choose an Evaluation Type.

    Davis Jones is an evaluator in the Classics, Inc. He is responsible for conducting standard and collaborative evaluations in the contact center. The quality program at Classics, Inc. required ten evaluations per agent per month. They decided to conduct nine standard evaluations and one collaborative evaluation per month. This way, David could have ten evaluations per agent per month, and the agents would have the opportunity to self-assess and receive feedback once a month.

    The agents were more engaged, their performance improved, and Classics Inc.'s service quality reached new heights.

  6. Select the Plan Definition to define whether the plan is recurring or a one-time plan.

    • For a recurring plan, define a time period (monthly or weekly) for how often the plan will send the defined amount of interactions for evaluation.

      • Monthly: plan distributes throughout the calendar month.

      • Weekly: plan runs from Sunday to Saturday.

      For example, if you define the number of interactions you want evaluated for each agent as 6, and you define the time period for the plan as recurring weekly, then 6 interactions will be sent for evaluation per agent every week.

      Once activated, recurring plans will run regularly until you deactivate them.

    • For a one-time plan, select start and end dates for when the plan will run. These dates can be past and future dates as well.

  7. Select Time zone to distribute interactions as per the time zone of agents. The default is your computer's time zone.

    If your time zone is not listed in the Time Zone filter, (UTC+00:00) Greenwich Mean Time (GMT) is selected by default.

    You cannot change the time zone once the plan is saved and activated. Any existing plans without a defined time zone will display (UTC+00:00) Greenwich Mean Time.

  8. Assign a form to the plan.

  9. Select the number of interactions you want sampled per agent in Sampling.

    After your plan is activated, it will search for new agent interactions every 4 hours. But this doesn't mean all of an agent's interactions will be distributed as soon as they're found. The quality plan will sample interactions evenly from the period you defined for your plan. If there are no any interactions found, then it will search for entire duration instead of every 4 hours.

    If you want to evaluate 20 interactions per agent during a monthly plan, the plan will search for interactions every 4 hours, and randomly distribute 5 in each week of the month. In this way, an agent is not evaluated based on the calls that happen only at the beginning or end of the plan period.

    When last n days are chosen the quality plan will select from the current day up to minus n days back on each day.

  10. You can select Include interactions from last <n> days if you want to search for interactions that happened before the plan started. This search takes place the first time the plan runs.

    The length of your plan period is equal to the number of days you can search back. For monthly and weekly plans, this number is 30 days and 6 days respectively.

  11. You can select Exclude evaluated or tagged interactions for evaluation to exclude interactions which are already evaluated or in progress.

    Limitation: When multiple quality plans with the same criteria are distributed at the same time, the same interactions might be picked in these multiple plans even if the Exclude evaluated or tagged interactions for evaluation option is selected.

  12. Define your Filtering parameters. The quality plan will only sample interactions that match these filters.

  13. Select the Agents for sampling. From the drop-down lists, select Teams and then Groups.

    The agents that will be sampled are those that overlap between the teams and groups you selected.

    The plans that have at least one team included in the Evaluation view will be listed.

    The quality planClosed A tool for quality assurance. It samples random interactions based on filters you define, and sends those interactions to evaluators for review. will only be distributed to those employees in the agent group that have the Can be Evaluated attribute enabled in their employee account.

  14. Click Add Evaluators to select which evaluators will receive the interactions.

    The evaluators only include users from the teams which are listed in the Evaluation view. The evaluator listing shows the accessible teams and the possible daily evaluations as a result of the evaluation view associated with them.

    You can add or remove evaluators in an active quality plan. This will affect the quality plan distribution. When you change the number of evaluators, the interactions will be distributed between the available evaluators. If a view is not associated with a user, they will receive everything.

  15. The Custom Team Selection is off by default.

    Should an evaluator no longer need to evaluate a team, this team can be removed from that evaluator.

    If the evaluator does not see interactions being assigned to them, then the Quality Manager will need to check the Quality Planner to see if the evaluator had access to the team and it was removed. If this is so then the team will be shown in red with an exclamation mark, indicating why the evaluator is not receiving Interactions. This team/s that the evaluator once had access to is no longer accessible to the evaluator.

  16. Save the quality plan. You can either Save and Activate to activate the plan immediately, or Save as Draft. If you save the plan as a draft, you will have to activate it from the Quality Planner grid before it will run.

Once activated, the plan will run every 4 hours, sampling and distributing fresh interactions.

Manage Quality Plans

All plans are displayed in the Quality Planner grid. Information in the grid lets you keep track of the status of a plan at any given moment. You can organize the view by filtering the quality plans based on their status. For example, active, draft, expired, and inactive.

Examples of Quality Plans