This article will help guide you through how to create and manage Agent Groups that will automatically populate with agents depending on their Average Agent QA score.
This feature is only available to customers on the Professional package, and only MaestroQA Admins can create Agent Groups using QA Scores.
Creating your first Smart Agent Group
Locating Smart Agent Group Creator
Navigate to “User Roles” > “Agent Groups tab and then click on “Create Group”. Within this menu, you will now see a toggle that alternates between “Manual” and “Auto” groups.
Click on “Auto” in order to bring up the view to create Smart Agent Groups. Here you will be greeted with two separate agent group building methods:
QA Score Filters
Agent Attribute Filters
Both of these filters/rules can be used independently. It is also possible to use them in combination, but this may vary depending on agent attribute information that is available.
To learn more about the Agent Attribute Filters, check out this Help Article.
Defining Agent QA Smart Agent Group Filters:
Focusing on QA Score Filters, we will first walkthrough each filter:
There are two Ticket Statuses available for use when creating a Smart Agent Group:
Graded (typically known as Last Graded in other parts of the app)
These Ticket Statuses work in conjunction with the Date Range selector to gather your initial list of graded tickets that are used to calculate Agent QA average.
If you are curious to learn more about what the ticket status means, check out this article here!
Define a dynamic date range that will look back either day(s), week(s), or month(s) to find Agent QA scores.
It is not possible to set a custom date range, and the maximum number of days that can be looked back is 90 days, 13 weeks, or 3 months.
To further narrow down what Agent QA scores contribute towards calculating the agent’s average, select rubric(s).
QA Score Range
Define an Agent QA Score Range using comparison operators. This is similar to how you would build out an Agent QA Score range on the Tickets page.
As an example, if you were looking to build out a filter for a QA range between 60 and 90, you would:
QA Score < or = to 90
QA Score > or = to 60
Building the Agent Group
Before setting the filters, don’t forget to set an Agent Group name at the top!
To help walkthrough how to build an Agent Smart Group filter, let’s use this as a case scenario where:
Agent QA Scores last graded in the past 14 days
Graded with rubric Chat and Voice Call
Where the average Agent QA score is less than but equal to 80% AND greater than 60%
First, I set up the QA Score Filters for the less than but equal to 80% score range like the screenshot below:
Second, click on “Add Filters” and upon success you will see a blue box populate underneath the two buttons that shows the entered filters:
Third, QA Score range filters again like the following but for the greater than 60% score range. Then click on “Add Filters”.
The final result will look like this:
If desired, clicking on “Preview Agents” will allow you to preview how the Agent Group would populate, but you can click on “Save Group” to finalize creating the Agent Group as well.
It may take a minute or two for the Agent Group to populate with proper agents. If you do not see the Agent Group immediately on the Agent Group page, refresh the page.
This agent group is now ready to be used in automations, reporting, or wherever you can use agent groups!