Sift Inbox - Manager

As a Manager, you see an advanced version of the Agent view, which allows you to quickly track the different items that are coming into a queue.

On the lefthand side, you'll see all active cases in the selected queue by default. This can be filtered to other statuses, such as closed cases. You can flip through different queues to track the different items that are open or in progress at any given time.

Key elements:

• Queue Switcher: Switch between queues to quickly see what's happening in a given queue.

• Tags: These are automatically added by AI during the course of a conversation.

• Title / Summary: These are automatically updated as a conversation proceeds.

• Moderation: The system will mark content as spam, sexual content, and other moderation fields automatically. You can decide to close out items that are inappropriate or spam as an agent.

  • Overtime, Sift will automatically start closing out these items for you, especially if we're highly confident these are spam or should not be handled by a user.

• Assignee: Current assignee for a task - this can be changed if needed. Unassign the task to make it available to another agent.

• Status: Track the state of a task.