The cat's out of the bag!
🪄 Our data science team has been working on a brand new feature: the Complexity filter. It lets you zoom in on conversations that are more difficult to resolve than your average ticket—with a single click! 🪄
For successful customer support, the more issues are resolved with the first response the better. You’re tuned to know what these typical issues are and how to guide your agents to resolve these questions conclusively with one reply. That’s the goal. But how to get there?
We asked this from our Data Scientists who looked into anonymized user data to understand what makes and breaks First Resolution Rates: Why are some cases easier for agents to handle in one go than others?
And they came up with 🥁 the Complexity Filter. It's a conversation discovery feature that lets you zoom in on conversations that need more attention. Reviewing the more complex tickets allows you to focus on where learning and coaching are most needed.
The Complexity Filter is in beta right now, therefore we will offer it for free for at least a year for all the early testers. Read more about the new feature.
Want to try it out? Let us know and we’ll make it happen.