Creating Workloads

Creating a Workload

To create a new workload, click New Workload in the top right of the Workloads Overview page. You'll need to configure the following sections.

Workload Details

• Name — A unique name for the workload.

• Scorecards — Select one of your active scorecards to be used for evaluating tickets.

• Sampling Rules — Select one or multiple active sampling rules to filter which tickets are eligible for evaluation. If you select multiple sampling rules, they are prioritised in order — tickets from the first rule are selected first, and the next rule is only used when no more tickets are found from the previous one. This allows you to create different pools of tickets prioritised by importance.

• Include previously evaluated tickets? — Choose whether tickets that already have evaluations should be considered:

  • No (default) — Only tickets with no existing evaluations will be selected.

  • Yes — Tickets with existing evaluations will also be considered.

  • Yes, but only if the existing evaluation is for a different reviewee — For example, if a ticket has two agents and Agent A has already been evaluated, the ticket will still be considered if this workload plans to evaluate Agent B.

Schedule

Configure how often new cycles are created for this workload.

• Cycle Duration — Select daily, weekly, or monthly.

• Start Date — When the first cycle will be created. You can select a future date or a past date. If you select a date in the past, you'll be asked whether to start immediately (creating a cycle for the current period) or at the start of the next cycle (the first available future date).

• End Date (optional) — If you'd like the workload to stop generating cycles after a certain point. Once the end date is reached, the workload is automatically deactivated and no further cycles are created.

A preview at the bottom of this section shows the start and end dates of the next two upcoming cycles, so you can verify your schedule is set up correctly.

If you select a date and time in the past as the starting date, you will be asked when do you want the workload to start, just before creating the workload. You have two options:

• At the start of the next cycle: In this case, the first workload cycle will be created on the first available future date and time.

  Example: If today is May 21, 2024, 13:32 and you create a weekly workload with starting date May 20, 2024, 12:00, the first workload cycle will be created on May, 27, 2024, 12:00 with that starting date.

• Immediately: If you select to start the workload immediately, the first workload cycle will be created for the period the present moment belongs to.

  Example: For the same example above, the first workload cycle will be created immediately with starting date May 20, 2024, 12:00.

Participants

Reviewees

Select who will be evaluated as part of this workload:

• Select individual reviewees, one or multiple groups, or click All Reviewees to include everyone. Only users with the Reviewee role will be shown.

• If you select a group or all reviewees, the workload will automatically update when new agents are added to the platform.

• You can choose to hide evaluations from reviewees if you want to run test workloads without agents seeing the results.

When a ticket involves multiple agents, this setting determines which agent gets evaluated:

Option	Description
Assignee	The agent currently assigned to the ticket
First Responder	The agent who sent the first message to the customer
Last Responder	The agent who sent the last message to the customer
Most Active	The agent who sent the most public messages to the customer
Random Participant	Any random agent who participated in the ticket
All Agents	All agents involved in the ticket among the selected reviewees. Each agent receives their own separate evaluation.

Evaluators & AutoQA

Choose how AI is involved in the evaluation process:

Option	Description
Disabled (Manual)	Evaluations are carried out entirely by human evaluators.
Co-Pilot (AI Hybrid)	Criteria with AutoQA enabled are pre-scored by AI when an evaluator picks up an assignment. Evaluators can review and edit AI scores before submitting.
Autonomous (AI Agent)	AI automatically selects eligible tickets and scores all criteria in the scorecard without any human involvement.

If AutoQA is set to Disabled or Hybrid, select one or multiple evaluators. Only users with the Evaluator role will be shown. Fully Autonomous workloads do not require evaluators.

Target

Configure how many evaluations will be performed each cycle.

Option	Description
Total	Set a total number of evaluations per cycle. Tickets are selected without considering distribution across reviewees.
By Reviewee	Set a specific number of evaluations per reviewee. Default values are based on the reviewee's tag target or the company default target. Group leaders are assigned zero by default.
Percentage	Set a variable target based on a percentage, which adjusts dynamically depending on ticket volume each cycle.

To set the default company reviewee target, go to Settings > General. To create tags and set their default reviewee targets, go to Settings > Tags.

A preview shows how many tickets match your current sampling rules. This number may change across cycles. You may set a target higher than the current preview.

Distribution

Configure how the target evaluations are distributed among evaluators. You can distribute them equally or adjust the split manually. The total across all evaluators must equal the target set in the previous step.

For example, if the target is 10 evaluations and you have 2 evaluators, you can assign 5 each or adjust to any other split (e.g. 7 and 3).

Click Create to save your workload. If you selected a future start date, the first cycle will be created on that date. If you selected a past date, you'll be prompted to either create the cycle immediately or wait for the next scheduled cycle.