Select random calls to review eliminate bias

tani1901

Hello everyone, 

I have a list of calls that require reviewers to review. Each month the capability of review is only 10%; hence, I would like to find a way to select the calls to assign to reviewers to prevent bias. So far some agents have been reviewed up to 32 times and some only 1.

There are agents in 4 tiers; each tier will have 3-4 teams. 

I wish to build a logic so if I set a target of 10 times across the agent then whenever the agent being reviewed it will be recorded and will turn to someone else.

Appreciate any help to build the idea, I attach a sample here too.

Call data.xlsx

Gawa

hi @tani1901 If I understand your requirement correctly, you need to:

1) Sample the specified number(10,etc) from agent in the list

2) The same agent should not be repeated in the sample (distinct count of agent shall be equivalent to the number of sample)

With the above understanding, I propose method by using Random % Sample tool and Iterative Macro.

In the attached WF, one agent is sampled in each iterative loop, and sampled agent will be removed from the candidate in next loop. This process will continue until the specified number of sample is obtained.

1248130_gawa.yxzp