Is there a way to flag an Incident for Quality Assessment?

[n8salisbury]

Is there a way for our second/third level teams to mark a ticket for immediate quality review? For example;

First level Agent A misses a knowledge document and doesn't follow process when transfering the ticket to Team X.  Second level Agent B can then flag the ticket as a quality concern for followup  by Agent A's supervisor or quality coach.  This would be an easy and instant way to close knowledge gaps (Was the knowledge gap cause by an incorrect knowledge document, lack of training because Agent A is new and needs help in a particular area of support).

Any help would be appreciated. Thanks!

[Michael Jones -]

There isn't an Out of the Box solution for this type of activity, but I think it would be an easy enough customization. You could add fields to the form to allow your agents to flag them for review, provide comments as to why, and then create a notification triggered to your supervisors or quality group for follow up. 

I've seen similar customizations used in the past.

If this was helpful or correct, please be kind and click appropriately!

Michael Jones - Proud member of the CloudPires Team!

[Daniel Oderbolz]

Hi @n8salisbury 

We use Tags (table "label") to that end.

That is simple and could even be automated.