QA Assignments

Managing quality assurance manually can be time-consuming and inconsistent. That’s where QA Assignments come in — your go-to tool for automating, distributing, and tracking QA evaluations at scale! 

With Assignments, you can automatically assign cases to QA experts based on custom rules, ensuring fair distribution and full visibility over progress. Ready to streamline your QA operations? Let’s dive in!

🧠 Why Use QA Assignments?

The QA Assignments feature empowers your team to:

• ✅ Automate Case Distribution: No more manual selecting — save time and reduce bias.
• 📊 Track Progress in Real-Time: View how many evaluations are assigned, completed, and still pending.
• 🎯 Ensure Full Coverage: Set targets based on the % of total conversations to be evaluated.
• 🧩 Filter Strategically: Assign only cases with specific CSAT scores or custom field values.
• ⚖️ Balance Workloads: Distribute fairly across QA analysts or leads.

🛠️ How to Create a QA Assignment

Setting up QA Assignments is quick and flexible. Here’s how:

1. Go to the “Assignments” Tab

Navigate to the Quality Assurance on Settings and open the Assignments tab. Click on “Create Assignment rule” to begin.

2. Configure Assignment Rule

Here’s what you can define:

📆 Assignment Cycle: Decide how often this assignment should repeat — daily, weekly, bi-weekly, or monthly — depending on your QA rhythm.

📅 Case Timeframe: Define whether cases should be selected from the current or the previous week.

📝 Scorecard: Pick the QA Scorecard that will be used for the evaluations.

👥 QA Experts: Select who will perform the evaluations.

👥 Teams to Evaluate: Choose which teams will have their cases rated in this assignment.

🎯 Target Volume: You can choose to set a number or % target per agent (e.g., evaluate 10% of all cases per agent), or set a fixed number of evaluations each QA expert must complete.

🧩 Filters (optional): Narrow down the selection of cases by custom Fields (e.g., channel, region, priority) or CSAT Scores (e.g., only cases with bad or good CSAT)

3. Review & Save

Once everything looks good, click “Save”. QA Experts will be notified automatically and can begin evaluating their assigned cases right away.

🚦Tracking Assignment Progress

Once assignments are live, you can monitor them in real time on the Assignments tab at the QA House:

• ✅ Cycle Status: Track how many assignment cycles have been completed and which ones are still in progress.
• ✅ # Ratings & Tasks: Track how many ratings each QA expert has completed and which agents still need to be evaluated
• 📈 Completion %: Quickly see overall progress and get a preview of the IQS based on completed evaluations.
• 🧭 Apply Filters: Easily segment by QA experts, teams & scorecards.

💬 Pro Tips for Success

• 🔁 Use weekly assignments to build a consistent QA habit.
• 🔍 Combine filters to focus reviews on key areas.
• 📆 Track weekly trends using the built-in analytics on the Assignments page.
• 🤝 Use Assignments with Coaching Cards to close the feedback loop with agents.

With QA Assignments, your QA process becomes structured, scalable, and insight-driven — no more spreadsheets, no more chaos. Just streamlined, smart QA. Try it now and see the difference! 🚀✨

Have questions? Need help setting up your first assignment? We’ve got your back!