Creating a new Workflow

Name – Give the Workflow a unique name, so that you and your Evaluators can easily identify it.

Scorecard – The Scorecard which Evaluators will use when scoring via this Workflow. A Workflow can only be assigned a single Scorecard. Consider how the Group assignment of the Scorecard you select will effect which Employees can be scored using this Workflow.

Source – Configure here if the workflow will use interactions from one your integrated platform (Zendesk, Intercom etc.) or not. If you do not wish to use an integration with this Workflow, select None.

Evaluator Allocation – Whether the Evaluator/Employee allocation will be random each and every week, or random the first week and then consistent thereafter. Work will always be automatically allocated between the available Evaluator with as even a split as is possible.

First interaction offered – The date (based on the created date of the ticket/email/call) from which the Evaluator will be provided an interaction to score when scoring this Workflow (this option applies only when using an integrated platform as the Source)

Staff to Score – The Employees who will be scoreable as part of this Workflow.

Evaluator Assignment – The Evaluators who will score the Employees who are part of this Workflow

Filters to Apply – The filters which will determine which interaction types can be scored as part of this Workflow. This will determine the interaction type which is first provided to the Evaluator, as well as any interaction they score using the Workflow if they use the “Select Another Interaction” button on the page (this option applies only when using an integrated platform as the Source