#2158: Employee Work: Tickets, Articles and Quality Control
Отредактирована: сегодняRelated articles
Assigned requests
On the right side of the employee's page, there is a list of requests assigned to them — those in which they are responsible:
By default, they are sorted by the request update date and status, starting with New and Open, but there is also sorting by request number, client, and satisfaction presence/absence. To sort, click on the arrow to the right of the name of the column of interest.
Hold down CTRL or COMMAND to sort by multiple columns at once.
Articles
The Articles tab contains a list of articles in which the employee is listed as the Author:
Let's decipher some columns.
AQI (Article Quality Index) — article quality index.
FCR (First Call Resolution) — the percentage of requests attached to the article and resolved in the reporting period with one first response, without the need to write again, relative to the total number of resolved requests.
Requests (Month) — the number of requests to which the article was attached in the last month up to and including today.
Requests (Total) — the total number of requests to which the article was attached.
By default, articles are shown sorted by the number of requests from highest to lowest, but there is sorting by the remaining columns except for the title. To sort, click on the arrow to the right of the name of the column of interest.
Hold down CTRL or COMMAND to sort by multiple columns at once.
AQI samples, LAI samples, and QA samples
If the user participates in Quality Control as an inspector, then rules can be added here to form a sample for assessment.
Tickets
On the Requested ickets tab, you can see a list of requests created by the employee themselves.
By default, they are sorted by the request update date, but there is sorting by request number, status, priority, and responsible party. To sort, click on the arrow to the right of the name of the column of interest.
Hold down CTRL or COMMAND to sort by multiple columns at once.
Events
On the Events tab in the employee's card, you can see a list of the last actions taken on their card.
By default, events are sorted by their date, starting with the most recent, but the sort order can be changed in the upper right corner of the list
Employee filters
To show employees who meet certain criteria, use the filters in the Settings - Employee Management section:
- Role — Administrator, Agent, Manager, Employee, or Blocked.
- KCS Role — Candidate, Experienced, or Editor.
- Status — enabled or disabled automatic assignment of requests to the employee.
- Content Quality — shows employees who are content quality inspectors, or vice versa, excludes them.
- Linking Accuracy — shows employees who are linking accuracy inspectors, or vice versa, excludes them.
- Service Quality — shows employees who are service quality inspectors, or vice versa, excludes them.
- Group — shows employees from selected groups.
- 2FA Enabled — shows employees who have two-factor authentication enabled, or vice versa, excludes them.
List of employees
There is a quick search window above the list of employees. Start typing the employee's name or email to find them:
Each employee in the list has their name, email, role, KCS role, status, as well as participation in content quality, linking accuracy, or service quality inspections:
When you hover over a role, a tooltip appears with an explanation of the meaning.