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Ticket Retention in MaestroQA

Robby Dunigan avatar
Written by Robby Dunigan
Updated over a month ago

Introduction

There are two levels of retention in MaestroQA:

  • Short Term Retention

    • Impacts the following parts of the application:

      • Tickets that appear in the Tickets Tab

      • Tickets available to assigned via Automation

      • Ticket Content in Performance Dashboard Drilldowns

    • In this article, we're refer to ^ as "Short Term MaestroQA"

  • Long Term Retention

    • Impacts the following parts of the application

      • Tickets that are run through Standard Classifiers

      • Tickets eligible to be picked up by Metrics in Performance Dashboards

      • Tickets available to be viewed in Performance Dashboard Drilldowns

        • The distinction here - if a ticket matches Long Term Retention, but NOT Short Term Retention, you can see the record in a Performance Dashboard Drilldown, but not the Ticket Content

      • Raw Tables (in beta)

      • Worksheets (in beta)

    • In this article, we're refer to ^ as "Long Term MaestroQA"

This article outlines the rules that govern Short Term Retention and Long Term Retention.

Short Term Retention Rules

NOTE: A "graded" ticket in this context is any ticket with an Agent QA Score, Calibration Score, and/or Grader QA Score.

MaestroQA Admins can adjust the following parameters in Settings:

  • How long to Short Term Retain ungraded tickets (between 7 and 45 days) (outlined in red)

  • How long to Short Term Retain conversation content on graded tickets (between 14 and 365 days) (outlined in blue)

Based on these configurations, below is the full set of Short Term Retention rules in MaestroQA:

  • For a ticket to visible in Short Term MaestroQA, it must have been updated in the last 7-45 days (based on ungraded ticket retention) AND have an available agent associated with it

    • Agent Association rules are defined in the integration settings for each help desk / telephony system individually

  • If a ticket has not been updated in the last 7-45 days (based on ungraded ticket retention) and it does not have a QA, CSAT Score, and it hasn't been added to a Coaching Point, it is removed from Short Term MaestroQA

  • If a ticket has a CSAT score associated with it, the Short Term Retention window is extended to 90 days from the last update

  • If a ticket is added to a Coaching Point, the Short Term Retention window is extended to 180 days from the last update

  • If a ticket has a QA score associated with it, the ticket metadata and QA score are retained in Short Term MaestroQA forever

    • Any attachments on the ticket are removed after 180 days of the attachment being loaded into MaestroQA

      • Attachments include: call audio, transcriptions, images, PDFs, etc.

    • Any digital comments (chats, emails, social posts, etc.) are removed from the graded ticket between 14 and 365 days (based on the graded ticket retention)

Long Term Retention Rules

  • Tickets are maintained for 365 days after they are initially loaded into the system

  • Digital comments are maintained for 365 days after are initially loaded into the system

  • Any attachments on the ticket are removed after 180 days of the attachment being loaded into MaestroQA

    • Attachments include: call audio, transcriptions, images, PDFs, etc.

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