Blog Post
Hi LizH ,
Ah, I remember this article, I see I was chatting with Diane and Dave on that one as well. The info Dave gave me helped us configure our new priority based push next config that uses the Smart Views, can't thank him enough for that.
Anyhow, we are aware that conversations have to be in the assigned status in order to be counted and anything snoozed or pending does not count. That is actually great that it works like that and is one of the main reasons we want to use the timer - we want to avoid advisors cheating some of their metrics by working on cases that are snoozed. When I got the feedback that they were getting cases pushed while working on cases, I thought we had a "gotcha!" moment and I specifically asked if maybe they were drafting their responses while the case is snoozed or if the cases they referred to as "assigned" were actually also snoozed or pending.
They were adamant that this was not the case and that they were actively working on open and assigned conversations when they encountered the issues. I managed to check a couple of logs out and unless I was being blatantly lied to and provided the wrong cases, those were never snoozed. I also made sure to perform 1:1 interviews with tenured advisors in good standing, so at this moment I don't have a reason to distrust them. And as mentioned, all issues stopped once we turned the timer off, but then we open the doors to that one bad habit of keeping them snoozed/pending conversations open which is a big part of the reason we want to use the timer.
So yeah, aware of the design, we actually love the design, but unfortunately it doesn't seem to be doing exactly what it's supposed to. Hoping that with some investigation on the open ticket, we could get to the bottom of this.