Hi Nicole,
Great question! I ran some tests just to make sure I was speaking correctly on this.
Muting
- Removes the question from unanswered
- Places the voice under "muted" on the dashboard and in optimizer, regardless of if there is an associated article or not
- Muted questions still appear under top trending, and track each time a question is asked
- Questions can be unmuted at anytime
Deleting
- Removes the question from unanswered
- Deleted questions still appear under top trending, and track each time a question is asked
- This is permanent, there is no way to undo deleting a voice
The last point is, in my opinion, the most important that deleting is permanent while mute can be a temporary state if needed.
------------------------------
Anthony Romero
Genesys - Employees
------------------------------
Original Message:
Sent: 02-16-2022 14:10
From: Nicole VanWie
Subject: Mute versus Delete
What is the best way to explain the difference between muting and deleting an unhandled voice?
Thanks!
------------------------------
Nicole VanWie
State of Arizona - City of Mesa
------------------------------