Introduction
As an admin in Echo AI, automating the process of assigning conversations for analysis will help save time and improve efficiency. This guide provides a step-by-step walkthrough on how to create an auto-assignment.
Steps to Create an Auto-Assignment
1. Access Scorecard Template
Navigate to Settings and select the QA tab.
Navigate to a scorecard template for the Auto-Assignment by clicking the three dots to the very right, which is in the same row as the name of the scorecard template, and then Edit.
Instead of editing an existing one, a new scorecard template can be created as well. Follow (article) for more details.
2. Open Assignments Tab
In the scorecard template editor, find the Assignments tab at the top.
Click on this tab to access the assignments view.
3. Create a New Assignment
In the Assignments view, look for an option to create a new QA assignment (e.g., "New Assignment" or "+" button).
Click on this option to start creating your auto-assignment.
4. Configure Assignment Settings
Complete the necessary fields for your auto-assignment. Pay special attention to the following:
Name: Enter a name for your auto-assignment or QA assignment.
Assignees: Select the team members or groups who will receive the assignments.
Number of Tickets: Determine how tickets will be assigned, choosing one of the following options:
Per Agent: Automatically assigns tickets based on the number of tickets each agent currently handles, ensuring an even distribution across all agents. The system tracks the workload of each agent to keep the distribution balanced.
Per Assignee: Assign tickets based on the workload of each assignee (grader or reviewer). This option balances ticket distribution among those responsible for reviewing or grading tickets, such as managers or quality assurance personnel.
Key Difference:
The Per Agent option balances the workload among agents who directly handle tickets.
The Per Assignee option balances the workload among those responsible for reviewing or grading the work.
Select a Source for Conversation Assignments.
You have two options for choosing the source of conversations to be assigned:
Query: This advanced option requires a well-defined query that includes a URL field. The URL field must either be labeled "URL" or be in a format that Echo can recognize. This option allows for a more customized and specific selection of conversations.
Saved Search: This allows users to store specific search criteria within Echo AI, making it easier to quickly access frequently used filters and reports. Select a previously saved search as your source. Saved searches are useful for applying frequently used criteria to filter conversations, streamlining the assignment process.
Set a Schedule
Set when you want the auto-assignment to run (e.g., daily at 4 PM).
5. Save and Activate
Use the preview feature to ensure the query is pulling the correct set of tickets or objects.
Run a test assignment, if possible, to verify functionality.
Once satisfied with the configuration, make sure Active is checked and click Save.
Additional Information
Auto-assignments are processed approximately every 10 minutes.
The assignment settings can be modified at any time to better suit the team's needs.
Keep an eye on the performance of the auto-assignments and make adjustments as necessary to improve efficiency.
Troubleshooting Common Issues
If there are any issues during the setup or while using auto-assignments:
Confirm that you have the necessary admin permissions to create and manage CI pipelines.
Ensure that your organization’s CI settings are properly configured.
Double-check your processing limits to ensure they fit your current needs.
If the issue persists, reach out to Echo AI Support (support@echoai.com) for assistance.
Conclusion
Creating auto-assignments helps streamline the workflow and improves the overall efficiency of handling conversations. With proper setup and regular adjustments, this feature can significantly enhance your team's ability to analyze conversations quickly and effectively.