The QA Randomizer tool automates the process of selecting calls for evaluation by randomly choosing them. The QA Randomizer is launched from the QA Dashboard page. To access the settings pages, you must have an Admin, Super Admin, or Support User role.
The QA Randomizer view is divided into three tabs, which allow you to set specific controls for the randomizer:
Randomizer Settings: This tab allows you to configure general settings for the randomizer.
Randomizer Call Direction: This tab lets you define the percentage of incoming versus outgoing calls that will be included in the random selection.
Randomizer Agent Settings: This tab is where you assign weights to individual agents to influence the likelihood of their calls being selected in the random selection process.