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FAQs (71)

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
Will the system learn when a sentiment signal is inaccurate?

Modified on Mon, 3 Apr, 2023 at 9:28 AM
How do I make a Global Filter for customers I'm assigned to?

Modified on Mon, 3 Apr, 2023 at 1:28 PM

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