In Klaus, it is possible to automate the selection of tickets that will be evaluated, ensuring that the sampling is representative and unbiased.
How to set up automation:
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Go to Settings > Automations.
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Click Create automation.
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Choose criteria such as:
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Channel (email, chat, voice)
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Ticket type (ex: reopened, with a low score, etc.)
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Response or resolution time
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Specific tags
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Define the frequency (daily, weekly) and number of tickets per agent.
With this, Klaus automatically selects tickets for review, keeping the process fair, constant and without requiring manual intervention.