FAQs (73)

What happens if a customer changes their Coaching Rubric after its been used?

Modified on Tue, 16 Apr at 9:29 PM
What does the Manage Events permission enable?

Modified on Fri, 10 Feb, 2023 at 1:28 PM
What is the difference between collaborators and responders?

Modified on Thu, 12 Jan, 2023 at 12:47 PM
When a Manager marks a case as "Mark to Review", can another Manager mark the same case as "Mark to Review" and complete the case evaluation?

Modified on Mon, 12 Dec, 2022 at 7:28 AM
What is the impact when an ACE signal (Eg: Urgency, Need Attention..etc) is detected on a case?

Modified on Fri, 9 Dec, 2022 at 2:09 PM
What does "bandwidth" consider for case assignments?

Modified on Fri, 28 Apr, 2023 at 2:33 PM
Does our current ICA ML model use data from fields outside of the case description?

Modified on Thu, 8 Dec, 2022 at 1:28 PM
What we can and cannot do with CSAT and NPS Scores

Modified on Wed, 21 Dec, 2022 at 11:05 AM
How does the weighting in (ICA) Intelligent Case Assignment work?

Modified on Thu, 8 Dec, 2022 at 1:28 PM
What is the difference between coaching and manual reviews?

Modified on Tue, 16 Apr at 10:17 PM

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