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iService User Guide

Navigation: My Work Queues

My Messages To Approve

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qaiconSome customer service organizations like to review the work of a new service representative before they're allowed to send email messages to customers. iService includes a special user type that removes a CSR's ability to send messages directly to customers. These CSRs are provided a Submit button instead of a Send button. Their answers are set to a Pending status waiting for manager approval. iService routes these proposed answers to QA Managers for review and approval or rejection. The QA manager functionality is granted by a special User Type access right.


tog_plus        The QA CSR Interface


tog_plus        The QA Manager Interface












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