2 results found

1. 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.

   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… more

   2 votes

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2. Sync users without changing their name or anything else in account info

   This happens when syncing users with the Zendesk integration. Their names are changed to match the names they have in Zendesk, however this is troublesome for working with the users as they can be very different or difficult to locate.

   So, it would be great if we could sync them without having to correct all the names to what they were, afterwards.

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