Rating Smart Suggestions

Every suggestion will be rated with a score, which is based on its relevancy (depending on how well it matches with the content found in the interactions or the keywords manually entered during a search) and its popularity (if you reuse or mark a like for any of the existing suggestions, the system will increase the reuse count of a suggestion). Hover over the reuse icon to see who reused a suggestion and when.

• Like: Agents and Supervisors can like an interaction or case in the inbox suggestion response window, history, or in the case it is associated with. If they click the like icon for a suggestion, the score of the suggestion will receive a minor boost, which will increase the popularity of the suggestion.
• Warning: Agents can mark a warning for a suggestion. If they do so, a Supervisor can see the warning and take the necessary action for that suggestion. If the warning can be ignored, Supervisors can remove it by pressing the "x" button on it.
  Note:

  • The other agents will see these warnings too and they cannot use the suggestions that contain warnings. If you ignore a warning associated with a suggestion and decide to reuse the suggested response anyway, Ignite displays a message to confirm the decision so that warning is considered.
  • Warning reasons are configured in YourSite Explorer by the Administrator. To add Warning reasons, an Administrator must go to YSE > Enterprise > Smart Suggestions and click Managing Warning reasons. Administrator will see a list of preconfigured warning reasons, the list includes Ambiguous, Contains Sensitive data, Contains typos, Incorrect, Obsolete by default.

    To add new warning, click Add and enter the new warning reason and click Save.

    To edit a warning, select a warning reason and click Edit; update the warning and click Save.

    Supervisors can also edit or delete an existing warning reason.

• Dislike: Only a Supervisor can dislike a response. The response is then not presented in any list of suggestions.