5.2 EN

Filter Ticket

The performance rating page allows the Quality Assurance (QA) to filter data based on various parameters. In the 3Dolphins system, filter tickets for Quality Assurance (QA) consist of 6 categories, i.e.,

  1. Filter by Operator Team.

  2. Filter by Channel Type.

  3. Filter by Chart Filter.

  4. Filter by Category.

  5. Filter by Closure Types.

  6. Filter by Evaluator.

Filter Ticket by Operator Team

This section contains instructions on filtering the tickets handled by the operator team. On the left side of the page, you can see the filter by operator box and select your operator name. If the filter is successful, you will see all tickets handled by the selected operator.

Filter Ticket by Channel Type

Allows the Quality Assurance (QA) to filter tickets based on channel type. By using this ticket filter you can see particularly (separate / distinguish) the type of tickets your received. Currently, 3Dolphins can filter 20 channels type, i.e.:

  1. Facebook page Filter

  2. Facebook Messenger Filter

  3. Twitter Account Filter

  4. Twitter Direct Message (DM) Filter

  5. Email Inbox Filter

  6. Telegram Account Filter

  7. Instagram Business Filter

  8. Instagram DM Filter

  9. Youtube Channel Filter

  10. Dolphin Live Chat Filter

  11. Finesse Filter

  12. Ecentrix Filter

  13. Smartcall Filter

  14. eConnect Filter

  15. Ms. Team Filter

  16. Skype Filter

  17. WhatsApp Filter

  18. Line @Account Filter

  19. App Follow Filter

  20. Generic Filter

  21. Walkin Customer Filter

  22. Tokopedia Filter

On the left side of the page, select channel on the box channel type. For example, select channel type 'WhatsApp'. If the filter success, the channel turns becomes green then and you will see all tickets which entered to channel type 'WhatsApp' such images below.

Filter Ticket by Chart Filter (Date)

Allow the Quality Assurance (QA) to filter tickets within a custom date range. Go to the Performance Rating page and filter tickets on the box chart filter with custom range date based on the By Created Date or By Closed Date ticket using format mm/dd/yyyy.

For example, select By Closed Date and fill start date from 06/02/2022 until 06/02/2022. Then, you will see tickets with a custom date range that you have set, as shown below.

Filter Ticket by Category

Allows the Quality Assurance (QA) to filter tickets based on category. For example, on the left side of the page, there is a category section then, tick 'Customer - Intermediate'. And then, you will see all tickets with category type 'Customer - Intermediate' such images below.

To view step by step add category, please refer to paragraph classifier page, section 'Paragraph Classifier on Chat Ticket'.

Filter by Closure Type

Allows Quality Assurance (QA) to filter tickets based on the closure type selected by the agent when closing customer tickets. In the upper Available Tickets tab, you will see a dropdown box of closure type. For example, tick closure type 'Resolved,' and you will see a list of tickets with closure type 'Resolved' as shown in the images below.

Filter Ticket by Evaluator

It allows Quality Assurance (QA) to filter tickets by evaluator teams. There is a drop-down box on the Ratings tab for selecting the evaluator team. You can filter tickets or ratings by evaluator by clicking on the evaluator's name. If the filter is successful, the system will display all tickets handled by the selected team of evaluators.

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