Criticality Chart - Ticket Report & Annotations

Access important data within the Ticket Report & Annotations that assist in the team's performance analysis.

Within STILINGUE Smart Care, interactions collected by the system generate a comprehensive report with essential data for tracking your team's performance.

To access this area, click here to read the guide.

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Criticality Chart

Within the STILINGUE Smart Care area, it is possible to differentiate service based on criticality criteria, according to the interaction date. This measure helps locate calls that have a certain "urgency" or have become critical due to user dissatisfaction. By segmenting this criticality rule, internal measures can be taken more quickly and effectively for overall ticket.

The criticality of tickets is divided into: No criticality, Low criticality, Medium criticality, and High criticality. The chart presents the start date of conversations. This means that it is possible to have information about how many conversations were annotated on that day (according to the filter). By hovering over the chart point, it is possible to see how many tickets were marked with each criticality, in relation to the filter date.

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