Filter Ticket
In the performance ratings 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:
Filter by Operator Team.
Filter by Channel Type.
Filter by Chart Filter.
Filter by Category.
Filter by Closure Types.
Filter by Evaluator.
Filter Ticket by Operator Team
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.:
Facebook page Filter
Facebook Messenger Filter
Twitter Account Filter
Twitter Direct Message (DM) Filter
Email Inbox Filter
Telegram Account Filter
Youtube Channel Filter
Instagram Business Filter
Dolphin Live Chat Filter
Finesse Filter
Ecentrix Filter
Smartcall Filter
Ms. Team Filter
Skype Filter
WhatsApp Filter
Line @Account Filter
App Follow Filter
Generic Filter
Walkin Customer Filter
Tokopedia Filter
On the left side of the page, select channel on the box channel type. For example, select channel type ‘Dolphin Live Chat’. If the filter success, the channel turns becomes green then and you will see all ticket which entered to channel type ‘Dolphin Live Chat’ 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 ticket on the box chart filter with custom range date, for example, select start date 01/20/2021 until 01/22/2021. 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 right side of the page there is a category section then, tick 'Page Category (Chatbot)'. And then, you will see all ticket with category type 'Page Category (Chatbot)' like the images below
To view step by step add category, please refer to paragraph classifier page, section 'Paragraph Classifier on Chat Ticket'.
Filter Ticket by Closure Type
Allows Quality Assurance (QA) to filter tickets based on the type of closure chosen by the agent when closing customer tickets. For example, tick closure type ‘Resolved’. And then, you will see a list ticket with closure type ‘Resolved’, such images below
Filter Ticket by Evaluator
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