65 results found
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Add the ability to approve or remove the ability to skip interactions in WL
Analysts are skipping interactions that they consider too hard, too long or too low scoring and don't want to score, approving will make it easier to track
4 votes -
"Live" workloads, not looking at past interactions
Currently you need to set up workloads based on past interactions, I can't set up a workload to find one call randomly per agent for calls taken this week unless I re-assign a workload everyday and still the analyst will need to keep note on who've they've evaluated and who they haven't
4 votes -
automated workload
The client would like to have automated workloads. Whenever the workload does not get enough samples to match the ones requested when creating it (because no other interactions match the filter and date range requirement), these missing evaluations should be added automatically to the next trigger and therefore complete the quota of established tickets to evaluate.
1 vote -
Workload progress bar color
It would be great if the color of the progress in the workload can be different in different statuses. So that we can easily identify completed workload from workloads in progress. I have attached an exemplary screenshot. When the workload is 100% the progress bar turns green.
2 votes -
Filter Improvement: Agent Must Have Had 2+ Interactions on a Thread
For QA filters, it would be great to add a filter for requiring an agent to have had at least 2 interaction within a thread and/or were the last ones to have connected with the guest.
This would help us ensure that agents we are evaluating are the ones who finished the conversation and it would help us ensure that the person we were evaluating had a substantial impact on the conversation.
1 vote
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