After setting up your filters, the next step is creating routers. This article will explain what QA routers are and how to configure them in Oversai.
What is an Inbox Router?
As the name suggests, a QA router determines what gets routed into each person's inbox. In Oversai, every user has their own inbox, which is customized based on their specific needs. If you're unfamiliar with the concept of an inbox in Oversai, we recommend reading this article first and then returning here.
The main purpose of routers is to ensure that tasks, interactions, or evaluations are distributed to the right individuals or teams. This guarantees that each task reaches the person best suited to handle it, optimizing productivity.
How to Create a Router in Oversai?
To create an inbox router, you first need to have your filters set up. By now, you should be familiar with them, but if not, don't worry. Here is a quick articles that explain filters in detail.
Here’s a step-by-step guide on how to create inbox routers:
From the left-hand menu, click on the "Data" icon and select "Inbox Routers".
In the top-right corner, click the black "New Router" button.
Set up: Name your inbox router, choose the associated filter, select the agents and auditors, define the sampling size, assign a tag, specify the action type, and then proceed to the schedule and logic setup.
Once your Routers are set up and running, you can track the assigned interactions by clicking on the "Pie" icon. This view provides key details, including tags, ticket ID, assigned auditor, status, score, and more, giving you full visibility into the process.
Manually Loading Tickets into Your Router
In addition to automated routing, Oversai allows you to manually load tickets into your inbox routers whenever needed.
To do this, simply click the "Play" button on the inbox router you want to run. You’ll then be prompted to configure the following parameters:
Agents: Select the agents whose tickets you want to evaluate with this inbox router.
Auditor: Choose the auditor(s) who will be assigned to review the tickets.
Sampling: Set the number of tickets you'd like to assign per agent.
Days Ago: Define how far back the system should look for tickets that match your filters.
Inbox Date: Choose the date on which these tickets will be assigned to the inbox.
This feature is great for quickly assigning specific batches of tickets or testing out a new router configuration.
Setting up routers in Oversai helps streamline task distribution by routing tasks to specific people, enabling you to efficiently manage workloads and prioritize key actions. Once your filters and monitors are in place, configuring routers becomes a straightforward process that enhances your team's workflow. By following the steps outlined in this article, you can easily set up routers to improve efficiency and productivity.
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