📣 Release: Enhanced QA Assignments

We’ve just launched a set of updates to make managing and distributing your QA Assignments more powerful and flexible than ever! 🔄

These improvements are all about giving you more control over what gets rated, when, and by whom — ensuring your QA process is aligned with your operational goals.

What’s New?

📅 Choose Tickets from the Current or Past Week
You can now decide whether assignments should be created using tickets from this week or the previous one. This allows you to keep your reviews timely or to catch up on any missed coverage from the past week.

🔢 Set Assignment Targets as a % of Available Tickets
Want to ensure consistent QA coverage? Now you can define a target based on a percentage of all eligible tickets — making your assignments more balanced and aligned with your overall ticket volume.

🧩 Filter Assignments by Ticket Properties - on demand
Choose to assign only tickets that meet specific criteria, such as those with certain custom fields or specific CSAT values. This ensures that the tickets being reviewed align with your QA strategy and priorities.

With these improvements, QA Assignments become a more targeted, strategic tool, allowing you to focus on the interactions that have the most impact on customer experience and agent development.

🧠 New to QA Assignments or want a refresher?

We’ve created a full step-by-step guide to help you set up and manage QA Assignments with ease — from choosing the cycle to tracking progress like a pro. 🙌 Learn how to use QA Assignments

Whether you’re automating your QA process for the first time or refining your current flow, this guide has everything you need to get started. 🚀