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. One, improve filtering and expand to include different interactions, chat, email, etc. Two, update current filtering to pull in substantial interactions. (IE, chats that have an entire transcript, and not a drop off.)
Madelyn Gengelbach
shared this idea
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Graziela Paula Dos Santos
commented
Permitir generar cargas de trabajo con más de un INTERACTION FILTER (Ejemplo que un mismo analista pueda tener cargas de trabajo de casos y de llamados
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Alex Trimbo
commented
For part 1:
Why not use a single filter with 'OR' or 'IN' statements?
E.g. with Salesforce filter: Origin IN ('phone', 'chat', 'email').