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Kuka

Beigetreten 31. Okt. 2021

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Letzte Aktivität 15. Nov. 2021

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Hi team,

So our team need the data from the tickets, specifically the first assignee of the tickets to make it easier to see an overview of ticket processing .

Our team using Chatbot named Ivy and if using this query, it would trigger all ticket from live chat with Ivy as first assignee. could we exclude Ivy and utilize the second agent as first assignee?

is there any logic that we can utilized to recognize our second assignee agent to sort out the ticket? some kind of logic that work like this:

  • IF first assignee = Ivy, then take the second, or
  • IF channel = livechat, THEN take the second assignee name

Could we utilize that logic?

Thanks,

Kuka

Kommentar anzeigen · Bearbeitet 15. Nov. 2021 · Kuka

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Hi team @...

So our team wants to do quality assurance for our agent by selecting tickets only works by one agent to measure their issue handling for customer inquiry. Is there any metrics that I can use to do that?

Context:
- when we tried to do sampling, one ticket can contain more than 1 agent to solved/closed the ticket

- we just want to select tickets who works by 1 agent only

 

could you help with that? Thank you

Kommentar anzeigen · Gepostet 31. Okt. 2021 · Kuka

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