WorksheetsSocio Tool Training for QA & Team Leads
Total questions: 10
Worksheet time: 3mins
To see the complete history of the conversation in Socio, the user will____?
Case the toogle at the top to view
Click the Case User History
Both A and B are correct
What will be the status of the case once the agent gets the case in play mode?
Assign
Ignored
Ongoing
For fresh transactions, how many minutes should the agent respond?
60 minutes
10 minutes
2 minutes
Where will you go if you want to see the Socio tagging of the agent?
Case User History > Case form
Case User History > Notes
Action Details
This shows the cases under different status based on the ticket status from the profiles admin have access to.
All Cases
Admin View
Stacking View
Which part of the Live Dashboard can we see the current status/activity of the agent?
Workflow Stats by User
Real Time Dashboard
Live Dashboard
This kind of report is used to tally the productivity that is reflecting from the Live Dashboard.
Replies Report
Break Reports
Login Reports
Real Time Dashboard shows the current activity of an agent, what is the status if the agent is avail and no movement of their mouse or screen?
Engagement in Process
Not in Play mode
Idle - Answer
From the Workflow Stats by users, this is the total no. of current ticket on the agent's work basket.
Re-Assign
Soft Close
Ongoing
This report is used to capture the detailed breakdown of the agent activity after clicking the Playmode and Exit Playmode.
Replies Report
Break Reports
Login Reports
