Backup Search filters is a feature within Agent QA automations that can help with providing a consistent stream of tickets to grade for your QA graders.

This can be located right underneath the Primary Search filter.

Backup Search filters can only be configured for Agent QA automations. In order to enable Backup Search Filter, select any Ticket Status that is not “All”.

You will then be able to select the “Enable Backup Search” checkbox in order to create a second set of filters. The options that appear will be the exact same as the Primary Search filters.

Backup Search filters will only trigger if there are not enough tickets available to be assigned after the first Primary Search filter runs. A way to visualize this can be seen in this table (for fixed number ticket distribution)

For agents Bob and Sally, they had enough tickets that matched through the Primary Search filter. However, James and Mary did not have enough tickets.

For James and Mary, the Agent QA automation assigned all possible tickets that would have matched at the time of automation run for the Primary Search filter. The automation then notes the remaining tickets needed, and runs again to assign an additional set of tickets based off of the Backup Search filter.

After an automation run, downloading the Automation Run Results can help breakdown how many tickets from the last run originate from which filters.

In the new CSV, there is a slight re-arrangement in the order of columns. Right after Agent Email, instead of seeing "Assigned Tickets", you will now see 3 columns:

There may still be times where tickets generated by the automation are not best suited for grading and you may still need to use the "Replace Ticket" functionality to help find a new ticket.

Replace Ticket functionality will use the filters associated with the automation at time the assignment was created.

In the case where an assignment is created after an automation has Backup Search filters added, doing Replace Ticket will:

Backup Search filters can be a great way to build out a more targeted Agent QA automation without increasing effort required to find tickets for your QA team to grade.

A recommended set up would be to configure your Primary Search filter to be more granular and targeted on top of mind QA initiatives. Then, set up your Backup Search filter to help fill out additional tickets to QA on a broader level to ensure there is a consistent stream of QA feedback for your agents.

This may warrant adding in another layer of backup search filters, and feel free to chat in to our support channel to help share the automation you are trying to build!

With that aside, we would recommend in this scenario to broaden your Backup Search filters or to try doing general validation that your Primary Search filters are configured correctly.

When we mention Percentage distribution, we are talking about using the "Percent" method underneath Assign Tickets > "Matching Tickets to Assign Ratio".

Using Percentage distribution, the Agent QA automation looks for x% of any tickets that match the Automations configuration in the "Choose Tickets" section to return a number of tickets to assign. This means that as long as one ticket matches the search filters, a ticket will be assigned and the filter ran will be marked as a "success".

In the table example below, Bob and Sally each have a total of 1 and 40 tickets that match the Primary Search filters. The automation is distributing 5% of those tickets for grading. To help better highlight this, let's reference the table here:

Understanding the Success results

Bob and Sally both had at least 1 ticket that matched the filters. These are considered a success, and the Backup Search filters will not run.

Understanding the Failures

James and Mary had 0 tickets that matched the Primary Search filter. This will mean that the Backup Search Filters will run