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How to create Grader Based Automations

Grader Based Automations for Agent QA

Matt avatar
Written by Matt
Updated over a week ago

What is a Grader-Based Automation?

Grader Based Automation aims to ensure that each grader receives the specified total number of tickets to grade.

Unlike Agent-Based Assignment type Automations where the goal is to ensure Agents have a specific number of tickets QA'd, the goal of a Grader Based automation is to assign a number of specified tickets to a Grader, regardless of equally splitting the QA by Agent.

To learn more about why you would use a Grader-Based Automation, click the button below!

Note: Grader Based Automation is not Grader QA. Learn more about Grader QA here!

Using Grader-Based Assignments in Automations

Step 1: Reaching the correct Automation Form

On the Sharing Automation page click on "Create New Automation". Then, select "Send Agent QA Assignments".

Step 2: Filling out the Agent QA Automation

An Agent QA Automation will have the following sections:

  1. Describe the Automation: What is the name of the Automation and assignments

  2. Choose Rubric: What rubric will be used to grade the assigned tickets

  3. Choose Tickets: What tickets should be assigned for grading

  4. Assign Tickets: Who will receive the grading assignments

  5. Set Schedule: When and how frequently does the automation run

  6. Send Notifications: How will graders be alerted that they have tickets to grade

For this step, fill out every section as you would for a regular Agent Based automation except for the "Assign Tickets" section.

Step 3: Creating the Grader Based Automation

Within the Assign Tickets section, first select "Grader" to specify that this automation will be Grader Based instead of Agent Based.

assign tickets to grader

After this selection, specify what graders will be receiving these tickets to grade. In this case, you can choose to either send tickets to grade to a User Group or individually select graders.

Third, specify how many tickets each grader will receive.

max tickets per grader

Finally, select what agent group the Grader Based automation will use to assign tickets from.

pull tickets from groups

You can confirm whether the automation is set to your liking by checking the Assignment Summary.

assignment summary

Step 4: Saving and Testing the Automation

After saving the automation, users can test the automation by locating the Automation Tile from the Automations page. Depending on how those results appear, you can now run the automation as usual!

auto assignment

If you have any questions about Grader based Automations, don't hesitate to reach out to our team via the chat bubble. 💬

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