Target specific conversation types or user queries for QA evaluations
I want to be able to target specific conversation types or user queries for evaluations. I.e. Feature requests/user feedback, bug reports, refunds, subscription failures so we can take a deeper dive into evaluating these conversations. This will help us learn how to improve our customer service and better understand our customers.
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Hey!
In order to understand your needs deeper, I'd love to know if
1. These "conversation types" or "user queries" are already created as a field within your integration.
2. You are currently using multiple integrations! Would you need this field to be available when creating filters with all of you curreng connectorts?Looking forward to hearing back from you!
Pauli :)
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Ana Gitahy (Manager, Support) commented
Hi Cameron, It seems to be possible today if your CRM is sending this information as metadata. Can you send a support ticket with this request to further investigate? Thanks