📣 Release: Agent Empathy and Customer Sentiment metric filter

We’re thrilled to introduce a powerful new feature that helps you evaluate tickets based on Customer Sentiment and Agent Empathy. This allows for a more targeted and insightful QA process, ensuring that customer interactions are assessed from both emotional and performance perspectives. 

🔍How to Use the Customer Sentiment and Agent Empathy Filter?

1. Navigate to Settings

2. Access Quality Assurance Settings

3. Open the Ticket Funnel

4. Scroll Down to find the Customer Sentiment and Agent Empathy metric filters.

5. Filter Tickets for QA Evaluation
   Use these filters to select tickets for QA based on customer sentiment (how the customer felt about the interaction) and agent empathy (how well the agent responded to the customer’s emotional cues).

This new feature enables you to refine your quality assessments and ensure that you’re reviewing tickets where emotional intelligence and customer satisfaction are key components.👥

We hope this enhances your ability to provide effective feedback and continuously improve your team's performance. If you have any questions or need further assistance, please feel free to reach out!