Using Flagged for Coaching
- John Kargol
Analytics
There may be scenarios where an agent or supervisor would flag an interaction for review. An interaction can be flagged in Contacts, People, Insights (Queue Activity data source), or if an agent has access to My History within the Sharpen Q. In the image below, you can see an interaction that was flagged for review:
An interaction will only have “flagged” available for toggling if an interaction has call notes or a call recording.
Once an interaction is flagged, it would aid a supervisor to coach the agent or review the interaction. A supervisor can locate this flagged record by navigating to an Insights report that is utilizing the Queue Activity data source. The supervisor would then select “flagged” from the fields drop-down, as seen in the image below.
When an interaction is flagged, a binary value is set indicating whether an agent or supervisor has flagged an interaction for review/coaching. When it is flagged, the value will be set to 1 or if it has not been flagged, then 0. Since an interaction is set to 1 when it is flagged, a supervisor can use the filter on “Flagged” to only view records that have a 1 set, i.e., flagged.
After filtering for flagged interactions, the supervisor can listen to the call recording or review the notes and take any necessary action.
Once an interaction has been flagged, if the record has been clicked on, it will no longer be flagged. This applies to any record that has been flagged in People, Contacts, My History, or Insights