Hello! For anyone following this thread, I held a Product Coaching session today with @alexsiegel. We found that based on her reporting needs and their current care team leveraging Topic Queues, we landed on taking the following steps:
Created a new exclusive Topic Queue specifically for COVID-19 - Employee comments & messages.
No rules will be created for this Topic Queue as they will be focused on manually reviewing messages at this time.
Agents will now assign any COVID-19 comments & messages from employees into this new Topic Queue.
@alexsiegel will use Care Dashboard filters to include all relevant Topic Queues + their COVID-19 label. She will ensure to not include the newly created COVID-19 Employee Topic Queue.
If anyone has any questions or would like to learn more, please feel free to schedule a Handling Increased Inbound Volume Product Coaching session for the Social Marketing Inbox.
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