Filter conversations by number of messages
It takes quite some time to find conversations with enough content to be reviewed. My suggestion, which other platforms already have, is to have the ability to filter conversations by the number of messages (and the number of messages sent by a specific agent).
That way we could:
-Exclude really short conversations that don't have enough reviewable content.
-Exclude conversations that were handled by other agents and where the agent to be evaluated only did a minor thing (like sending a “goodbye” message or adding an internal note).
-Help the Analysts spend their time effectively.
I think this filter should be added both in the Evaluations section and also as part of the Workloads. That way, it will really help the Analysts to only get relevant conversations assigned, and will significantly reduce the number of conversations to be skipped when using Workloads.
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Monica White commented
This would be beneficial to prioritize these tickets and have them consist of a percentage of their review. For example, 30% of the agent's interactions should have three+ comments, 30% should have two+ comments, and the rest other. If not able to meet the thresholds, then full with next highest priority of expectations.