The system pushes interactions to the Inbox regardless of whether you have accessed the Inbox. When you arrive on Monday, you see all the required interactions that you need for the previous week.

The system pushes employee interactions to the Inbox also on days that the employee is away.

For example, an employee works on Monday and is away on Tuesday and Wednesday, and you want to evaluate five interactions each week for the employee. When you access the Inbox on Tuesday morning, you see an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. pushed from the previous day. On Thursday morning, you see two more pushed interactions that were recorded later than the last interaction pushed to the Inbox. If there are no recorded interactions later than the last interaction, you see pushed interactions that were recorded before the last interaction.

Yes, it is possible. The interactions are selected from the time period between the most recent interaction in the Inbox and the current time. For example, the most recent interaction in the Inbox is from an employee who worked the Tuesday night shift Work period in WFM that has a definite length.. The system attempts to push the subsequent interactions of all employees from Tuesday night onwards – including Tuesday.

The lottery mechanism pushes interactions on a first-in first-out basis to the Inbox. However, if an employee has few interactions recorded during the defined quota time range, all the interactions are selected for the Inbox. In such a case, different evaluators can receive the same interaction. For example, an employee did not work the first few days of a week. This can also happen during the first few hours of the first day of the quota time range.

To meet your quota requirements, the system replaces the deleted or removed interaction with another interaction. The removed interaction is not pushed again to the Inbox.