Hello,
Our agents select a new wrap code with every email in a thread, if applicable.
If this is done by a different agent each time, then we can see multiple wrap codes displayed on the Interactions view.
However, if the same agent receives a second email in a thread and wraps it up under a different wrap code, only the most recent wrap code will be displayed. We know that the first wrap code selected is retained in the data, as we can see it via the API.
I was wondering if this is on purpose? It causes problems when we quality check the interaction and mark the agent down on wrap code misuse, as the evaluator assumes that the second code was used with the first interaction.
Is there a way to change this to display ever code, no matter if it's from the same agent?
Thank you,
#ArchitectureandDesign#PlatformAdministration#QualityManagement#Reporting/Analytics------------------------------
Elka Czarny
HelloFresh
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