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Multiple Edition of Conversations and Interactions - STILINGUE Smart Care

  • Updated

Index:

  1. Accessing Multiple Edition
  2. Multiple Conversation Edition
  3. Multiple Interaction Edition

 

Take notes in more support cases at once, streamlining your operation and that of your team!

Multiple Editing is a feature that allows simultaneous annotation of multiple posts. Within STILINGUE Smart Care, it is possible to select up to 100 conversations to ensure practical annotations and optimize your team's response time.

 

Accessing Multiple Edition

To access Multiple Editing, click on the indicated points:

 

You have the option to select multiple editing, either for managing conversations or for handling interactions.

 

Multiple Conversation Editing

  1. Initiate editing by clicking on the icon to enter the data you would like to change:

 

A window will appear next to the conversations on the page.



Multiple Editing:

1. Conversation Status

Change the status of conversations without having to locate each one individually.

 

Note: The only status not available for Multiple Editing is "Pending." This is because no status should return to "Pending" through manual changes, in compliance with our SLA workflow. This status will only go to "Pending" when there is a user response in the conversation.

 

Attention:
  • When selecting the "Ignored" status, the option to "Select all conversations" will appear, allowing you to change multiple conversations at once.
  • The option to select all conversations is not available for changes to Respondent and Severity.

 

2. Respondent

 

You have the option to change the respondent for support calls. If a conversation has multiple changes with the respondent's name, the latest Multiple Edit will be the one that remains in the system.

 

3. Severity

You can change the severity of support calls, taking into account situations where multiple cases become critical rapidly, or conversely, changing from the highest severity to the lowest based on the resolution of conversations. Remember that a critical call is any call that requires more attention from the team, as it may contain sensitive information about page users.

 

Multiple Interaction Edition

Optimize your time by annotating multiple interactions at once!

Multiple Edition is a feature that allows for the simultaneous annotation of multiple interactions. This feature reduces work time in operations and contributes to faster and more accurate analyses.

 

There are two annotation options in STILINGUE Smart Care:

  • Edit up to 100 simultaneous conversations.
  • Edit interactions (for this option, there is no limit to the number of interactions that can be edited, as they are always in one interaction).


1. Click on the "Edit Interactions" icon to input the data you would like to change and select the desired interactions:

A window will appear next to the conversations on the page.

  1. Themes

Change the theme of interactions with just one action, based on the themes already included in the Research Configuration.

  1. Tags

Similar to themes, you have the option to change the tag of interactions without needing to locate them one by one.

  1. Sentiment

It's possible to change the sentiment of each interaction at once, selecting between Positive, Negative, or Neutral.

  1. Checked

You can mark all the interactions that have gone through you. This possibility reduces work time for each interaction in STILINGUE Smart Care.

  1. Selected

Indicates the quantity of interactions altered by the Multiple Edition.

 

If you have any questions, please send a message to the Customer Service team.

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃

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