We consider this an app for Teamleads, because the app will be most useful for support staff troubleshooting tickets than agent working in the ticket.
A teamlead or Incident manager can check what happened on a ticket Why did a trigger got fired, Who assigned the ticket to a certain group?
The app is amazing for Quality Analysts too. Who performed what tasks? Was the right logic been applied by the agent?
But the app can be as usefull for your agents too. If they currently tend to look into ticket events, they will love the Ticket Timeline Viewer to retrieve that same data faster.
What is the issue when checking the Events in a Ticket?
Example of Events for a Standard Ticket
This is an example of the events for a standard ticket. For tickets with multiple interactions, the list of events can become quite extensive, making it time-consuming to scroll through the information. You need to be very observant to find the specific information you're looking for.
This is where the Ticket Timeline Viewer can help.
Efficient Event Search and Filtering
With the Ticket Timeline Viewer, you can search for all events or filter by the specific event-type you need. For example, if you filter on status changes, you will see all the status changes throughout the ticket handling process. The items are collapsible, allowing for a very quick understanding of the events.
You can sort on the following topics:
- Assignee: lists all agents that worked on the ticket
- Groups: displays all groups to which a ticket has been assigned to
- Priority: any changes in priority of the ticket (modified by agents, triggers, macro's, automations)
- Type: any changes in type-field (modified by agents, triggers, macro's, automations)
- Queue: when omnichannel has been set up, to what queue has the ticket been routed
- Status Category / Ticket Status
- Tags: who, when and why were tags added to a ticket (or removed).
- ...
Info related to the intelligent triage like (Advanced AI needed) :
- Intent / Intent confidence
- Language / Language confidence
- Sentiment / Sentiment confidence