List Basics
In Voxjar, lists are collections of interactions that help you organize your data, facilitate sharing, and support coaching efforts. Lists are personal by default, meaning they're created and managed by individual users.
Creating and Managing Lists
To create a new list:
Navigate to the Lists section in the main menu.
Look for an option to create a new list, typically a button labeled "New List" or similar.
Give your list a name and save it.
You can also create a new list while adding an interaction:
From the Interactions page, select an interaction.
Look for an "Add to list" option.
Choose "Create new list" from the dropdown.
Enter a name for your new list.
To rename or delete a list:
Go to the Lists section.
Find the list you want to modify.
Look for options to edit or delete the list.
Adding Interactions to Lists
There are two main ways to add interactions to lists:
Manually from the Interactions page:
Select the interaction(s) you want to add.
Look for an "Add to list" option.
Choose the list you want to add the interaction(s) to.
Automatically using Actions on a scorecard:
This feature allows you to set up automatic additions to lists based on evaluation results.
For example, if the AI determines that a call needs to be escalated it could automatically be added to your "Escalations" list.
Viewing and Filtering List Contents
To view the contents of a list:
Go to the Lists section.
Select the list you want to view.
The list view will show you all the interactions in that list. You can remove interactions from the list using options within this view.
Sharing Lists
Lists can be shared both internally (with team members) and externally (with clients or other outside parties).
Internal Sharing:
From the list view, look for a "Share" option.
You can assign team members as either editors or viewers.
Editors can add to and remove from the list.
Viewers have read-only access.
Note: It's not clear if editors can rename the list.
External Sharing:
Look for an option to enable a public URL for the list.
Once enabled, you can share this URL with anyone, even if they don't have a Voxjar account.
You can set an expiration date for the public URL.
This is a security feature to limit how long the list is accessible.
The default expiration is 7 days, but you can adjust this as needed.
Important: When an interaction is added to a public list, it will automatically be given a public URL with the same expiration as the list.
Using Lists for Coaching and Organization
Lists can be used in various ways to improve your QA process:
Escalations: Create a list for calls that need to be escalated to a manager.
Coaching: Share a list of exemplary calls with agents for training purposes.
Client Sharing: Create lists of specific call types to share with clients without giving them access to your entire Voxjar account.
Favorites: Keep a list of calls you want to reference frequently.
Example use case: You could set up an automated action to add calls to an "Escalations" list whenever the AI detects that a customer requested to speak to a manager. This allows you to quickly review and act on these important interactions.
Lists in Voxjar provide a flexible way to organize your interactions, streamline your workflow, and facilitate targeted coaching and sharing. By effectively using lists, you can ensure that important calls are never overlooked and that the right people have access to the right information at the right time.