QA Assignments
With Stella Connect’s QA assignment feature, you can assign a customized QA completion target for your QA analysts or team leaders, and easily keep track of progress against your targets. Stella Connect will automatically distribute reviews to reviewers and select interactions for them to review.
This feature is only available to clients sending Stella Connect survey requests in an integrated fashion. For more information on getting integrated, contact your Client Success Manager.
Note: Only Admins are able to create assignments
Creating a New Assignment
To create and configure a new QA Assignment:
- Click the QA tab in the main navbar of Stella Connect
- Click Assignments in the dropdown menu
- Click on the New Assignment button
You will now be taken through a series of steps to configure your new assignment.
Step 1: Name your assignment
This name will help you identify the assignment from the Assignments index page. You might choose to categorize your assignments by team name, by interaction types, or some other meaningful name for your team.
Step 2: Add participants
Next, you'll select which teams or team members should be reviewed as part of this assignment.
This allows you to create assignments to review any team on one particular team, or any team member regardless of team leader.
*You can choose to review a user who is a Team Leader as a participant should you want to review them as well.
Step 3: Select reviewers
You can choose whether your team members should be evaluated by their own team leader if you are assigning by team.
If Allocate to team leader is selected, all reviews for each team member will be assigned to their direct team leader automatically. Selecting this option will disable the ability to indicate the reviewers.
Conversely, if your workflow requires that specific individuals complete reviews for your team members, you will need to indicate which users should be considered as reviewers. Stella Connect will calculate the number of reviews to be assigned each week to each reviewer. All reviews will be evenly distributed across all designated reviewers.
While adding reviewers, you also have the option to set reviews as "blind". Selecting this option will hide the team member name and photo from the reviewer while they are completing the review.
Step 4: Set filters
Determine whether you want to scope any interactions types out of the assignment using the exclude tags filter. This option may be useful for your team if certain interaction types are generally not worth reviewing e.g. if a simple macro is used. This option can help keep the pool of interactions available for review more meaningful.
Step 5: Set weekly review target
Indicate how many reviews should be completed per week as part of this assignment by entering the expected number of reviews per team member. You can allocate reviews across specific criteria like interaction channel, tag, or CSAT score. If you do not have any requirements for the type of interaction expected to be reviewed, simply enter the number of reviews using Any interaction.
For example, if you expect four reviews total for each team member to be completed per week, and would like at least one review to be completed for a phone interaction, and at least one review to be completed for an email interaction, but the other 2 can be for any interaction, your assignment quantity selection would look like the example below.
In the right-hand side column, you'll see a breakdown regarding the number of total reviews your assignment will require, as well as a breakdown showing how many reviews each reviewer will need to complete per week.
Please note: Review distributions across analysts may result in a decimal number. If this is the case, then each reviewer will be assigned a total of the closest rounded down whole number. For example, if Reviews per reviewer is equal to 6.5, this means that each reviewer will be assigned to review at 6 interactions.
Step 6: Publish assignment
Once published, Stella Connect will automatically begin to distribute interactions to reviewers based on the parameters set in your assignment. Interactions that fit your parameters are selected randomly in order to eliminate bias in the review process.
However, interactions will always be pulled from a rolling 7-day lookback period. This ensures that reviewers are never reviewing interactions that occurred longer than 7 days ago. For this reason, there may be a different number of interactions eligible for review as the week progresses.
Once configured, the assignment will run automatically every week and the assignment progress for each reviewer will reset until the assignment is archived. If edits are made to the target criteria, adjusted assignments will be reflected at the start of the next week.
Scheduling and Frequency
Assignments start at 12:00AM UTC Monday and end on Sunday at 11:59:59PM UTC. Progress will automatically reset each week. At this time, we do not offer the ability for you to customize the frequency or schedule of assignments.
Allocating Reviews
The narrower your criteria for assigning reviews, the more likely it is that Stella Connect will not have any reviews to distribute to your reviewers.
If your reviewers do not have enough eligible interactions you might consider the following:
- Expand your assignment criteria.
- Wait! Because we distribute reviews from a rolling 7-day period, it is possible that more eligible interactions will occur and can be distributed to your reviewers during the week.
Note that even if you do not have narrow criteria, it is still possible that Stella does not have any interactions available to assign. Check back later! As your team members handle more support interactions, more work will become available for your reviewers.
Reviewing Interactions
If you are a reviewer and you'd like to begin reviewing, click on the QA tab in the main navigation bar at the top of the screen, then select Assignments from the dropdown menu.
You will see a list of all assignments for which you are a selected reviewer. You'll also see your weekly review target, how many reviews for the assignment you have already completed for the week, and the number of remaining reviews you must complete to hit your target.
To begin your work, select Review. Stella Connect will automatically select an interaction that meets your assignment criteria for you to review. We will continue to select interactions for you that match your assignment criteria until you've met your target for the assignment this week, or until eligible interactions run out. If there are no eligible interactions, check back later.
You can skip interactions that are not worth reviewing by choosing the Select different interaction option. This will automatically assign a different interaction for review, and will mark the skipped interaction as not eligible for the assignment.
Reviewers can track their progress from their assignments list, and whenever they have completed their work for the week, we will celebrate!
Tracking Assignment Progress
You will be able to track overall progress for each assignment in the Overview section, where you will see a count of completed reviews, remaining reviews needed to hit the overall target for the assignment, and a progress bar. Click Details in order to view progress by reviewer.
Archiving Assignments
You can archive an assignment by clicking Archive while viewing an assignment on the Assignments list. Archiving will disable the assignment for all of the selected reviewers. Past reviews completed as part of an archived assignment will remain active and will be accessible as normal.
How Adding or Removing Stella Connect Users Will Affect Your QA Assignments
As you add new users or deactivate existing users on the Manage Team page, Stella Connect will automatically update existing QA assignments to reflect the current state of your team's hierarchy.
Removing reviewers
If you have an assignment where you have specified reviewers, and you deactivate one (or more) of those reviewers on the Manage Team page, their share of the remaining reviews within the assignment will be evenly distributed across the other designated reviewers.
Removing team members
If you deactivate a team member that is to be reviewed as part of an assignment, the weekly review target will be automatically updated to reflect the status of the hierarchy. For example, if your assignment requires reviewing interactions for 10 team members across 2 teams, where the target is to complete 2 reviews per team member (a total of 20 reviews per week), and one team member is on either team is deactivated, the new target for the assignment will be 18 total reviews.
Adding team members
If you add a team member to a team that is covered by an existing assignment, that team member will be automatically included in the assignment when progress resets at the start of the following week, and the target number of total reviews for the assignment will automatically be increased.
Peer Review Assignments
At the moment, our assignments feature is not designed for peer-to-peer reviews. You are able to create assignments for members of teams on the team level, and the ability to perform a review is limited to team lead and higher. Please also note that team leads are not able to be reviewed.
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