Ability to set 'interaction creation date' and 'interaction resolution date' as standard fields in evaluation
The most important data when reviewing the evaluation is the interaction create date or/and resolution date, not the interaction evaluation date as currently shown as default in the evaluation.
As of now, the 'interaction create date' and 'resolution date' need to be added as custom field. We want the possibility to set the fields as "Standard" for all scorecards and evaluations
(See support ticket #29227)
3
votes
Emil Astrom
shared this idea
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Abdulraheem Mohammed
commented
Currently, all time filters are based on the evaluation date rather than the interaction date, which compromises the accuracy of generated reports. For instance, if evaluations for the first week are completed but additional samples are evaluated in the second week, the quality score of the first week is inaccurately affected.