Upload Appraisal Report
You may also need to evaluate the performance of an Agent who deals with offline tickets. This feature makes it easier to add offline tickets using file uploads so that tickets handled offline can be appraised and reviewed by the QA responsible. For QA and QA Manager this feature is on the Available Tickets tab and also for QA managers on the Takeover tab. Below is an explanation of the steps to import files.
Step 1: Choose File
You may also need to evaluate the performance of an Agent who deals with offline tickets. This feature makes it easier to add offline tickets using file uploads so that tickets handled offline can be appraised and reviewed by the QA responsible. Below is an explanation of the steps to import files.
Open the downloaded ticket offline template file. Then, enter the required information such as customer name, customer phone, subject, message, tag, and email agent. The customer name, customer phone, subject, and message fields are mandatory.
If the file is already available, click the 'Choose file to upload' button to import the offline ticket file, and 3Dolphins will direct you to search for the file on your local. Select the file and click the 'Open' button.
Wait for the offline ticket file upload process to be successful.
Step 2: Verify and Upload
After the file has been successfully imported, you will be directed to verify the data from the imported file. You may add all offline tickets or select several of them.
Note: You will not able to pick the ticket for import if the 'mandatory' field is not filled in.
Once done, select the 'Import' button. Alternatively, you can return to the previous step by selecting the 'previous' button. If successful, you will get a success notification, and your new offline ticket will be added to the available tickets tab for your quality assurance to appraise.
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