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Answered

Randomly selecting inbox conversations per team member

  • September 22, 2021
  • 3 replies
  • 31 views

I'd like to be able to select conversations randomly per team member to review for quality. The goal is to add some element of randomness to our internal quality scoring. 

 

What methods are there to do this in intercom, using the API or 3rd party apps?

 

The next level would be to have the option to select specific metrics. e.g. 3 or more support responses. Closed more than 24 hours after the initial response, etc

Best answer by Daniel F11

Hey @user393​ 👋

 

Great questions!

 

You can use klausapp.com to create a random sample for conversation reviews. You can use complexity and sentiment filters to help you find conversations with many replies and/or negative message tones. You can also build your own filters of course!

 

You can find us in the Intercom App Store.

You can signup here.

 

Let me know if you need anything else!

 

Greetings,

 

Daniel

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3 replies

Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • September 22, 2021

Hey @daniel f11​, just bringing this to your attention!


  • Active User
  • 14 replies
  • Answer
  • September 23, 2021

Hey @user393​ 👋

 

Great questions!

 

You can use klausapp.com to create a random sample for conversation reviews. You can use complexity and sentiment filters to help you find conversations with many replies and/or negative message tones. You can also build your own filters of course!

 

You can find us in the Intercom App Store.

You can signup here.

 

Let me know if you need anything else!

 

Greetings,

 

Daniel


  • Active User
  • 14 replies
  • September 23, 2021

Thanks for the mention @eric f11​ ❤️


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