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Ability to grade any interaction in a ticket

Currently, PlayVox is set up to only allow us to grade the last interaction on a ticket when a workload is sent. For example, for agent "Joe Smith," a workload will only look for tickets where "Joe Smith" was the last one to touch the ticket.

It would be great to be able to grade other interactions in the ticket as well, such as in the beginning or the middle, and have PlayVox assign those as part of a workload. I would want our QC team to have the ability to grade tickets where "Joe Smith" interacted with a customer in the beginning or middle of the ticket, and have PlayVox send workloads based on that.

Ideally, when a workload is sent to grade a particular agent, I would want if that workload pulled interactions from different points in the ticket, and not just interactions where that agent was the last one to touch the ticket.

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  • AdminPaulina Restrepo (Product Manager, Playvox) commented  ·   ·  Report

    Hey!

    I'm excited to announce that this feature has been completed and released for customers using Zendesk or Kustomer integrations!

    In the step 2 of the workload creation process, you can now enable the option that will consider all agents that collaborated in the ticket.

    Please let me know what are your thoughts on this new experience and if it aligns with your needs!

    Warm regards,

    Pauli :)

  • Darragh Connolly commented  ·   ·  Report

    We have agents who consult on tickets and would like to be able to assign a scorecard/evaluation to them rather than the solving agent.

  • flor commented  ·   ·  Report

    We will need to be able to bring in the workloads tickets from agents that don't necessary closed/solved the ticket, but that they "updated"/ "touched" the ticket at some point.

  • Tom P commented  ·   ·  Report

    This is an important one for our team. I'd like workloads to be able to find tickets based on who touched the tickets, versus who the ticket is assigned to.

    Example: We have Tier-1 agents who escalate tickets to Tier-2. After the Tier-2 agent takes the ticket, they become the assigned agent. I'd like the ability for the Tier-1 agent to be evaluated through workloads on this ticket, which isn't currently possible.