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Improvements to our Quality product

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4 results found

  1. Workload connected to multiple filters

    We need to discover how choosing more than one filter will work with the sampling

    Workloads : Multiple Filters.Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable. Also, some of our agents work on calls, chats and email. By creating 3 workload, we evaluate some of them more than the scheduled evaluations number to reach.

    Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable.

    Two parts.…

    28 votes

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    Started  ·  2 comments  ·  Workloads  ·  Admin →
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  2. Ability to set a fixed number in a workload to analyst's distribution.

    Currently, the analyst distribution step in a workload only lets us distribute a percentage of the estimated interaction volume to be assigned. We need to be able to set a fixed number for each QA analyst to distribute the estimated volume. That way, across multiple workloads every week we can determine their total assignment.

    13 votes

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    Started  ·  0 comments  ·  Workloads  ·  Admin →
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  3. Filter by Intercom teams / groups

    The ability to filter Interactions in PlayVox by Intercom teams and/or groups. It will be easier to evaluate specific agents and teams.

    6 votes

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    Started  ·  1 comment  ·  Filters  ·  Admin →
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  4. View My Workload - URL Needs to Point to actual Workload

    Currently, the "View My Workload" link in the "You have a new workload assigned" notification email directs the user to the Community page, not the workload.

    User would like "View My Workload" URL to direct user to the specific assigned Workload.

    Thanks

    3 votes

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    Started  ·  0 comments  ·  Workloads  ·  Admin →
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