Problem:
The “Mentions” queue has a tendency to build up quickly for verifiers when there’s a lot of activity, making it hard to identify what tasks need resolution vs. what tasks were resolved by other team members. Our team members spend a lot of time opening each mention and then reviewing it to see if 1) another teammate responded/resolved the issue or 2) the group member still needs to follow up to the agent’s request. When we have multiple team members in a group, this often results in most time being spent dismissing notifications because they have already been actioned on or resolved by another group member.
Request/Proposed Solution:
Make Mentions a more collaborative queue that allows group members to quickly identify which Mentions require an action (similar to how the Verification queue works). Best case would be to have resolved Mentions automatically disappear from the Mentions queue. An additional solution could be providing the user with the option to filter out resolved comments from the Mentions section so they can quickly identify which Comments need a response/follow-up.