Situation: We need to create a feedback file or ticket for each agent on a monthly basis that includes all review information.
Current Challenges: We currently lack filtering options for agents to check their reviews in the "Reviews Received" section. This is a critical part of our Quality Assurance (QA) process, especially since we have a monthly Internal Quality Score (IQS). As a result, we cannot share our reports with agents, and they cannot filter reviews within a custom date range.
To address this, you added an Issue section to the Review tab. We initially considered using Tracker Tickets as a feedback mechanism. However, while we can assign tickets to reviews, we can only view linked chats within the ticket, without any review details included.
We also explored the possibility of exporting reviews, but this feature is still not available. Our idea was to export reviews along with notes, chat history, chat IDs, criteria, and scores. This would enable us to analyze feedback comprehensively and keep relevant details organized in the ticket tracker, improving usability for agents.
Alternatively, you could add a "Review Notes" option to the report, allowing us to export reviews while selecting from all the other available options you currently offer.