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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?
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What is the impact when an ACE signal (Eg: Urgency, Need Attention..etc) is detected on a case?
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What does "bandwidth" consider for case assignments?
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Does our current ICA ML model use data from fields outside of the case description?
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What we can and cannot do with CSAT and NPS Scores
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How does the weighting in (ICA) Intelligent Case Assignment work?
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What is the difference between coaching and manual reviews?
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Will the system learn when a sentiment signal is inaccurate?
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How do I make a Global Filter for customers I'm assigned to?
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SupportLogic FAQ