As per this article, any archived tickets will not show in the user tab or the previous interactions panel on the user information app.
This is a problem because agents use this tab to see what interactions we have had with the customer in the past. Since they don't see all information here, they are forced to open the full user tab to see if there are any interactions that have been archived. This means extra time and effort for the agent to open another tab when they should be able to see all the information they need in one spot. The decisions the agent makes and the way they deal with the customer will depend on the user's history with us so if they don't have all the information, they may make a wrong decision (e.g. honouring a one-time exception only to find out that this was already granted to the user 121 days ago).
Also, the fact that the app on the right is called "Interactions", you would expect all interactions to show there (however old they are). In this context, I'm not sure what the benefit of NOT showing archived tickets is.
My request would be to show all tickets from this user in this section so that the agent can see the full history in one glance.
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