In the Plan Monitoring page, you can see if active plans are finding interactions and distributing them to evaluators, and you can monitor the overall progress of the evaluators in completing their tasks within the allocated time period. You can also drill down to view the details of a specific plan by clicking on a plan. In the drill down view, you can see whether the plan is recurring or one-time, the plan summary, such as number of evaluators, number of agents, planned interactions per agent, and the evaluators assigned to the plan and their evaluation progress.
The Plan Monitoring page displays the following data for each plan:
|
Column |
Details |
|---|---|
| Plan Occurrence | Weekly/monthly recurring or one time plan. |
|
Distribution (%) |
Distributed interactions (as of now) vs the expected distributed interactions (for the entire plan period). Indicates how successful the plan is in finding distributions defined in the plan. |
|
Completion (%) |
Completed evaluations vs. distributed interactions. Indicates the progress of the completion of evaluations. Evaluations that are being handled from a gap in a previous time period will not be taken into account when calculating the completion of interaction evaluations. Only evaluations from the current time period are counted. |
| Average Evaluations per Day | Completed evaluations / number of the days that already passed in the current plan. |
| Remaining Days | Number of days remaining in the plan period. |
| Status | On track or Off track. Indicates whether the evaluators are on track to complete their interactions in the defined time period or not. |
The page also displays the date and time when the plan is scheduled to run.
Example of Quality Plan Monitoring data
A monthly quality plan is created for 10 agents with a sample of 8 interaction per agent, to be distributed between 2 evaluators.
It is the 24th day of the month, and until today, 72 interactions have been distributed. Of those, 48 evaluations have been completed.
Distribution (%) = 72 actual distributed interactions / 80 planned distributions = 90%
Consumption (%) = 48 completed evaluations / 72 distributed interactions = 67%
Average evaluations per day = 48 completed evaluations / 24 days = 2 evaluations per day
Status = At the current average rate of 2 evaluations per day, 12 additional evaluations will be completed in the remaining 6 days of the plan period, for a total of 60 evaluations. Since this is less than 80% of the 80 planned distributions, the status of the evaluations is considered Off Track.