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:

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 how to filter tickets by the operator team. On the left side of the page, you can see the operator team section, you can filter tickets or assessment based on operators by clicking the filter icon (). If the filter success, the button turns becomes green and you will see all tickets that are being handled by the selected operator team.

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.:

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. Youtube Channel Filter

8. Instagram Business Filter

9. Dolphin Live Chat Filter

10. Finesse Filter

11. Ecentrix Filter

12. Smartcall Filter

13. Ms. Team Filter

14. Skype Filter

15. WhatsApp Filter

16. Line @Account Filter

17. App Follow Filter

18. Generic Filter

19. Walkin Customer Filter

20. 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 Channel Type

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 Date

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

Filter Ticket by Category

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 Closure Type

Filter Ticket by Evaluator

Allow the Quality Assurance (QA) to filter ticket based on evaluator team. Click ratings tab and on the right side of the page, you can see the evaluator section. You can filter tickets or assessment based on evaluator by clicking the filter icon (). If the filter success, the button turns becomes green and you will see all tickets that are being handled by the selected evaluator team.

Filter Ticket by Evaluator Team