📣 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 Cases from the Current or Past Week
You can now decide whether assignments should be created using cases 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 Cases
Want to ensure consistent QA coverage? Now you can define a target based on a percentage of all eligible cases — making your assignments more balanced and aligned with your overall case volume.

🧩 Filter Assignments by Case Properties - on demand
Choose to assign only cases that meet specific criteria, such as those with certain custom fields or specific CSAT values. This ensures that the cases 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 put together a step-by-step guide to help you create, manage, and track QA Assignments effortlessly — from defining cycles to applying filters and monitoring progress. 🙌 Learn how to use QA Assignments

Whether you're just getting started or optimizing your current QA flow, this guide has everything you need to succeed. 🚀