Purpose

This document describes the case criteria considered that determine which cases appear within the Recommended queue  in the Agent Coaching page. 

Summary

Managers often deal with many agents, and each agent can close many cases in a given period. Not every case is suitable for review. Therefore, SupportLogic provides a set of recommended cases within the Agent Coaching page to easily identify appropriate cases for providing Agent feedback.

If you are new to ACE, we recommend starting with the Implementing Agent Quality Monitoring article first.

Case Recommendation Criteria

Our current solution is a list of tickets sorted based on the following:

1. number of Quality Monitoring signals

   • highest to lowest

2. ticket close date

   • most recent to least recent

SupportLogic recommends cases with the most Quality Monitoring signals first. The case close date is used if multiple cases have the same number of Quality Monitoring signals. 

The manager is encouraged to use the Agent filter on the Agent Coaching page to select their team and the calendar picker to select a specific period (cases closed in the last week is the default).

Quality Monitoring signals include the following labels:

• "Agent Asking for Time"

• "Agent Closure Request"

• "Agent Followup"

• "Agent Greeting"

• "Apology"

• "Apology for Delay"

• "Automated Greeting"

• "COVID-19"

• "Call Request"

• "Call Scheduling"

• "Call Summary"

• "Case Closure Request"

• "Case Summary"

• "Child Case Created"

• "Churn Risk"

• "Closing Comment"

• "Closure Request"

• "Competitive Threat"

• "Confusion"

• "Critical Issue"

• "Documentation"

• "Empty Update"

• "Escalation Request"

• "Escalation Request Acknowledgement"

• "Fast Response"

• "Feature Request"

• "Follow-up Request"

• "Frustration"

• "Good Information"

• "Helpful"

• "Impatience"

• "Issue Paraphrasing"

• "Lack of Progress"

• "Need Attention"

• "Negative"

• "Positive"

• "Priority Change Request"

• "Priority Change Request Acknowledgement"

• "Production Issue"

• "Profanity"

• "RMA Delivery"

• "RMA Initiation"

• "RMA Shipping"

• "SupportLogic"

• "Thank You"

• "Urgency"

Concurrent Case Reviews

There may be times where more than one manager is recommended a case for review based on the recommendation logic. When this occurs, as long as both managers have permission to review, they can mark the same case for review and also complete separate reviews for the same case. The reviews will be treated as two independent evaluations, however.