📣 Release: Case filtering on the QA Scorecard level

Refine the cases to QA-rate per each QA Scorecard created in Kaizo! 🔥

Whether you have a "Phone Call", "Compliance" or "Negative CSAT" QA Scorecard, Kaizo will give you only relevant cases to be evaluated! 

⭐️The setup is very straightforward:

• Open Settings -> Quality Assurance -> Cases funnel
• Select the name of the QA Scorecard you wish to filter
• Select the case preferences for this scorecard, including:
  • Types of cases to evaluate (Solved only or both Solved and Handled)
  • Narrow down the selection based on:
    
    • Support channels (Phone, Chat, Email)
    • Metrics (First Reply Time, Reply Time, Messages to Solve, Case Reopened, CSAT)
  • Set the expected workload (eg.: 3 Chat cases to evaluate, 5 Compliance cases to evaluate)

This streamlined process ensures that you focus on the most relevant tickets for evaluation, enhancing the efficiency of your QA procedures. 🔍✨

🎯Next time your QA Experts open the relevant QA Scorecard from the QA House -> Rating tab, they will get only relevant cases based on the configuration in Settings. 

🚨 Important to Note:

1. Now that each QA Scorecard has its unique set of selected cases, switching between QA Scorecards within the case view is no longer possible.
   To open a new queue of cases, exit the case view (by clicking the "x" in the top right corner or pressing ESC on the keyboard) and select a new QA Scorecard.
2. If there are no cases matching the filter setup, the system will provide a sample of random cases for evaluation.
3. Should there be an insufficient number of cases for QA rating based on the setup in Settings, you will encounter a message, and only cases that align with the filter will be available for QA evaluation.

To learn more about the Ticket funnel Settings, check out this Help Center article.