Controlling over-targets

Note: The new quotas window, described in this topic, is available from CCA/Supervisor version 5.4.0.

Controlling over-targets

You can specify whether a target is allowed to go over quota (in other words, if interviews are permitted to happen even when the appropriate quota is already full). Select the appropriate value in the allow over target column as follows:

Never: this quota will never be allowed to go over target.
Agent decides: the agent can decide to go over target. A "quota overflow" warning will be displayed to the agent when the quota is about to go over target. The agent can return to the previous screen, continue the interview anyway or close the interview.
Survey routing: in certain circumstances, survey routing can allow the quota to go over target.

Note: It is possible to select multiple values (which can be in different questions if you wish) and then change the value in the allow over target column for all of these selected items at once.

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