Customize the Ticket view

The Ticket view is where you can:

❌ Exclude certain tickets that you don’t want on the Scorecard and QA

✅ Select the fields you want to be included in your tickets and choose the display

👀 Why is it important to customize the Ticket view?

Customizing the ticket view allows you to define the fields that are essential for your QA process. This ensures that when rating tickets, QA teams can easily access all necessary information without having to navigate through irrelevant data. This streamlines the QA process and ensures accurate evaluations of agent performance.

This customized ticket views provide a clear overview of agent performance by displaying relevant ticket details and metrics. This enables managers to track agent productivity, responsiveness, and adherence to specific ticket criteria, leading to more effective performance management and coaching opportunities.

💡 Make sure to read the Customize The Ticket View article to fully understand how you can organize your ticket view

💡 Once you are happy with your Ticket View setting continue with setting up the display of the Agents Activity