Create a calibration policy


Prerequisites

  • Quality Administrator role

You can automatically assign calibrations to evaluators using a calibration policy.

  1. Click Admin.
  2. Under Quality, click Policies.
  3. Click Create New Policy.     
  4. In the Policy Name text box, enter a name for the policy.
  5. In the Description text box, enter a description of the calibration policy.
    Tip: Use the Description text box to indicate the policy’s purpose such as “evaluate inbound support calls” or “delete all calls less than 30 seconds.”
  1. Click a media type tab. Fill out Matching Criteria and Actions to Perform for each media type separately.
  2. Assign one or more of the following Matching Criteria:
    • Conversation Direction(s)—Indicates whether to capture inbound or outbound interactions.
    • Specific Agent(s)—Matches against one or more contact center agents.
    • Time Sets—Matches against interactions during the specified time ranges.
    • Specific Queue(s)—Matches against one or more queues.
    • Specified wrap-up codes—Matches against one or more wrap-up codes.
    • Date Range(s)—Matches against interactions on certain dates.
    • Duration—Matches against a specified interaction duration.
    Note: Criteria are only available for the media types that they apply to.
  1. Assign actions to perform on matching traffic:
    • Recording Retention (Required)—Specifies whether to retain or delete a recording. You must retain interactions for evaluations and calibrations.
      • Delete even if another policy retains—By default, if there is a policy overlap, PureCloud retains recordings. For example, if one policy retains a recording, but another deletes it, PureCloud keeps the recording. To override that behavior and delete recordings that match this policy, even if there is an overlap with another policy, select this option.
    • Archive recording—Specifies a length of time to archive the recording in immediately available storage. After this interval, PureCloud moves the recording to long-term storage.
    • Delete recording—Specifies a number of days before deleting the recording.
    • Assign Evaluation—Automatically assigns an evaluation for matching interactions. You can specify a form and an evaluator.
      Note: PureCloud only assigns 50 evaluations per evaluator per day, even if more interactions match the policy. This limit prevents policies from accidentally assigning more evaluations than an evaluator can complete. 
    • Assign Metered Evaluation—Limits how many evaluations are assigned per hour or limits assignment to available evaluations. You can specify a form and an evaluator, when to assign evaluations, and the number of evaluations per hour that the policy assigns to quality evaluators.
    • Assign Calibration—Automatically assigns a calibration for matching interactions. You can specify a form, evaluator, expert evaluator, and calibrator.
      Note: The person who creates the calibration policy is the calibrator by default.
      Note: Call recording requires that the trunk has line recording enabled and a codec assigned. For more information, see Create an external trunk
  2. Repeat steps 6 through 8 for each media type that you want the policy to match.
  3. Click Save.
Note: To begin using the policy, see Enable a policy.