QA workload management

Quality management gives you scorecards, calibration sessions, and a continuous auto-sampler (every 15 minutes) that drops calls into a shared queue. Workload management sits on top of that: instead of leaving every review up for grabs, a supervisor can say who reviews what, cap how much unfinished work any one evaluator can hold, and see who is falling behind — before it becomes a backlog. It works from the Quality → Evaluations → Workload tab in the dashboard and through the API. Everything here is reviewer-scoped: organization members with an owner or admin role. Agents never see the workload view; they only see their own scores.

Assign a call to a specific evaluator

From the dashboard, open Quality → Evaluations → Workload and click Assign evaluation — pick an active scorecard and the evaluator, and the assignment lands as pending on their queue. Over the API:

curl -X POST https://api.orbit.devotel.io/api/v1/quality/evaluations/assign \
  -H "X-API-Key: dv_live_sk_your_key_here" \
  -H "Content-Type: application/json" \
  -d '{
    "form_id": "form_qa_support",
    "agent_id": "user_agent_12",
    "call_id": "call_9f2c",
    "assignee_id": "user_evaluator_7"
  }'

The assignment is open — pending and unscored — until the evaluator submits real scores through the normal grading flow. Two assignments for the same call return 409 ALREADY_ASSIGNED; the continuous auto-sampler and CSAT-triggered reviews coexist with manual ones and can claim the same scoring form afterward.

Rebalance an open assignment

Any pending, unscored assignment can be moved to a different evaluator — from the Reassign action on the Evaluations tab, or via the API:

curl -X POST https://api.orbit.devotel.io/api/v1/quality/evaluations/eval_abc123/reassign \
  -H "X-API-Key: dv_live_sk_your_key_here" \
  -H "Content-Type: application/json" \
  -d '{ "assignee_id": "user_evaluator_3" }'

Once a score is submitted the assignment locks: reassigning it returns 409 INVALID_STATE, because a scored review has an audit trail an evaluator owns. Self-evaluations and system-generated rows (the auto-sampler’s unclaimed stubs, CSAT-triggered and AI auto-scored rows) are never reassignable.

Per-evaluator quotas

Each evaluator has a cap on open (assigned-but-unscored) work — 25 by default. Assigning to an evaluator already at cap returns 409 QUOTA_EXCEEDED with the server’s message, and the dashboard picker pre-disables full evaluators so you find out before submitting. Tune the cap per organization through your workspace settings (the General settings surface) under qa_evaluation_assignment.max_open_per_evaluator; the change applies immediately to every existing and future assignment.

Due dates

Every assignment carries a due date: its creation time plus your review window — 3 days by default, tunable per organization as qa_evaluation_assignment.due_days. The due date is derived on every read rather than stored, so changing the window re-buckets overdue counts immediately and you never backfill a column.

See everyone’s workload

The Workload tab lists every eligible evaluator with their open count against the quota, remaining capacity, and how many of their open assignments have passed the due-date window. Over the API:

curl "https://api.orbit.devotel.io/api/v1/quality/evaluations/workload" \
  -H "X-API-Key: dv_live_sk_your_key_here"

The response carries the tenant’s resolved due_days and max_open_per_evaluator plus an items[] row per evaluator (open_count, overdue_count, quota, remaining). Add ?evaluator_id=user_... to narrow to one evaluator.

Permissions: who can do what

All three workload endpoints sit behind reviewer scope — an organization member with the owner, admin, or supervisor role, using an API key with inbox:read (the workload list) or inbox:write (assign and reassign) scope.

Action	Owner	Admin	Supervisor	Agent (reviewer-scoped none)
View workload list (`GET /workload`)	Yes	Yes	Yes	No
Assign (`POST /assign`)	Yes	Yes	Yes	No
Reassign (`POST /{id}/reassign`)	Yes	Yes	Yes	No
Be assigned work (assignee)	Yes	Yes	No — supervisors can delegate but only owner/admin users accept assignments

Agents never see the workload view either way — they only ever see their own scores.

Common errors

Every endpoint returns the same error envelope — error.code is stable to check programmatically, error.message is human text, and meta.request_id is the support handle. Quote error.code, never the message, in automation.

Status	Code	When it fires	Fix
404	`NOT_FOUND`	`form_id` does not match an evaluation form on your organization (assign), or the evaluation id in the path does not exist (reassign)	List your forms under Quality → Scorecards and use the exact id; for reassign, fetch the id from a prior assign response or the workload flow
422	`INVALID_ASSIGNEE`	`assignee_id` is not an owner/admin member of the organization, or the member is deleted	Pick the assignee from the GET /workload `items[]` list — only eligible evaluators appear there
409	`ALREADY_ASSIGNED`	The `call_id` already has an open (pending, unscored) assignment — against any evaluator, not just this one	Fetch the existing assignment and reassign it instead of trying to assign the same call twice
409	`QUOTA_EXCEEDED`	The assignee already holds `max_open_per_evaluator` open assignments	Check `remaining` on their workload row and reassign elsewhere, raise the quota, or wait for scored work to clear
409	`INVALID_STATE`	Reassign target is already scored, appealed, or was scored between your read and the write	Read the evaluation again; if it is scored, the audit trail is locked — no reassignment is possible
409	`FORM_INACTIVE`	The form exists but is disabled	Re-activate the scorecard, or assign against a different active form

Reassigning onto the current reviewer is an idempotent no-op: it returns 200 with the unchanged assignment and consumes no quota headroom.

End to end: assign → reassign → audit

This sequence takes one call from triage to a rebalance, with the response envelope you get back at each step. Assume due_days is 3 and the quota is the default 25. 1. Assign the call to evaluator 7.

curl -X POST https://api.orbit.devotel.io/api/v1/quality/evaluations/assign \
  -H "X-API-Key: dv_live_sk_your_key_here" \
  -H "Content-Type: application/json" \
  -d '{
    "form_id": "form_qa_support",
    "agent_id": "user_agent_12",
    "call_id": "call_9f2c",
    "assignee_id": "user_evaluator_7"
  }'

201:

{
  "data": {
    "id": "qaeval_7xk2",
    "form_id": "form_qa_support",
    "reviewer_id": "user_evaluator_7",
    "agent_id": "user_agent_12",
    "call_id": "call_9f2c",
    "status": "pending",
    "due_at": "2026-09-04T10:15:00.000Z",
    "created_at": "2026-09-01T10:15:00.000Z",
    "updated_at": "2026-09-01T10:15:00.000Z"
  },
  "meta": { "request_id": "req_4m9x", "timestamp": "2026-09-01T10:15:00.000Z" }
}

The audit log records a quality.evaluation_assigned entry with the form, agent, call, and assignee ids — visible from Settings → Audit log. 2. Evaluator 7 goes on leave, so move the open assignment to evaluator 3.

curl -X POST https://api.orbit.devotel.io/api/v1/quality/evaluations/qaeval_7xk2/reassign \
  -H "X-API-Key: dv_live_sk_your_key_here" \
  -H "Content-Type: application/json" \
  -d '{ "assignee_id": "user_evaluator_3" }'

200:

{
  "data": {
    "id": "qaeval_7xk2",
    "reviewer_id": "user_evaluator_3",
    "agent_id": "user_agent_12",
    "call_id": "call_9f2c",
    "status": "pending",
    "due_at": "2026-09-04T10:15:00.000Z",
    "updated_at": "2026-09-01T11:02:00.000Z"
  },
  "meta": { "request_id": "req_8c2n", "timestamp": "2026-09-01T11:02:00.000Z" }
}

Note what does not change: due_at and created_at. The due date anchors to the original assignment time, so a reassign near the window edge can land on the new evaluator already overdue — check due_at in the response before assuming fresh time. The audit log records quality.evaluation_reassigned with the from- and to-reviewer ids. 3. Verify the audit trail. Both steps wrote audit entries under Settings → Audit log (quality.evaluation_assigned, then quality.evaluation_reassigned), and the reassign response confirms the new holder. Once evaluator 3 submits scores, the row locks and further reassign attempts return 409 INVALID_STATE.

Capacity planning from the workload endpoint

Use GET /workload as a headroom report, not just a board. The worked sample below assumes the default quota of 25 and due_days of 3.

curl "https://api.orbit.devotel.io/api/v1/quality/evaluations/workload" \
  -H "X-API-Key: dv_live_sk_your_key_here"

{
  "data": {
    "due_days": 3,
    "max_open_per_evaluator": 25,
    "items": [
      { "reviewer_id": "user_evaluator_3", "open_count": 22, "overdue_count": 14, "quota": 25, "remaining": 3 },
      { "reviewer_id": "user_evaluator_7", "open_count": 6,  "overdue_count": 0,  "quota": 25, "remaining": 19 }
    ]
  },
  "meta": { "request_id": "req_x1", "timestamp": "2026-09-01T11:05:00.000Z" }
}

Read it as capacity math:

Headroom is remaining — here evaluator 3 has 3 slots, evaluator 7 has 19. Route new assignments to the highest-remaining evaluator and 409 QUOTA_EXCEEDED never fires.
Overdue share is overdue_count / open_count — 14/22 for evaluator 3 means most of their queue is stale. Do not deduct overdue work from headroom; when overdue_count is high, prefer a reassign sweep onto idle evaluators over raising the quota, because a bigger cap on a stale queue just grows the staleness.
Branch on overdue: if an evaluator’s overdue_count exceeds half their open_count, treat their remaining as unusable until the backlog clears; if every evaluator is overdue-heavy, raising due_days is not the fix — increase reviewer count or lower the auto-sampler’s inflow.
Tenant config in the envelope: due_days and max_open_per_evaluator ride along on every response, so your planner never hard-codes the defaults and re-buckets automatically when you retune the settings.

Dashboard vs API parity

The dashboard and the API expose the same underlying operations, but not every control exists on both sides. Plan the API for scheduling and reporting, the UI for point-and-click judgement calls.

Control	Dashboard	API	Notes
View per-evaluator workload	Quality → Evaluations → Workload tab	`GET /evaluations/workload`	Full parity; the API adds `items[]` rows for every eligible evaluator, including zero-work ones
Assign a call	Assign evaluation button on the Workload tab	`POST /evaluations/assign`	Full parity; the UI picker pre-discloses quota status and greys out full evaluators before you submit
Reassign an open assignment	Reassign action on the Evaluations list row	`POST /evaluations/{id}/reassign`	Full parity; the UI hides the action on rows that would return `409 INVALID_STATE` (scored, self-eval, sampler stub)
Tune quota and due window	Workspace General settings (`qa_evaluation_assignment.*`)	Not writable over this API	Settings-only; the API reads them and echoes them back on `/workload`
Audit trail	Settings → Audit log	Audit log endpoints (see Audit log)	Both assignment events are recorded from either surface

Self-evaluations and system-generated rows (auto-sampler stubs, CSAT-triggered, AI auto-scored) appear in the workload counts but are never reassignable from either surface.

Endpoints

Method	Path	Purpose
`POST`	`/api/v1/quality/evaluations/assign`	Hand a call to a specific evaluator (quota-checked)
`POST`	`/api/v1/quality/evaluations/{id}/reassign`	Move an open assignment to a different evaluator
`GET`	`/api/v1/quality/evaluations/workload`	Per-evaluator open count, quota, remaining capacity, overdue count

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QA workload management: assign evaluations, quotas and due dates

QA workload management

Assign a call to a specific evaluator

Rebalance an open assignment

Per-evaluator quotas

Due dates

See everyone’s workload

Permissions: who can do what

Common errors

End to end: assign → reassign → audit

Capacity planning from the workload endpoint

Dashboard vs API parity

Endpoints

See also

​QA workload management

​Assign a call to a specific evaluator

​Rebalance an open assignment

​Per-evaluator quotas

​Due dates

​See everyone’s workload

​Permissions: who can do what

​Common errors

​End to end: assign → reassign → audit

​Capacity planning from the workload endpoint

​Dashboard vs API parity

​Endpoints

​See also

QA workload management

Assign a call to a specific evaluator

Rebalance an open assignment

Per-evaluator quotas

Due dates

See everyone’s workload

Permissions: who can do what

Common errors

End to end: assign → reassign → audit

Capacity planning from the workload endpoint

Dashboard vs API parity

Endpoints

See also