Build a report around the amount of chat rating requests sent.
Since chat mobile SDK has no ability for the client to rate the chat without sent request, our chats rated ration has dropped drastically - most of the agents do not want to request chat rating if they are not sure that they will receive "good" - so clients have no possibility to rate the chat on their own.
To analyze the situation more thoroughly and to find those who request chat rating the lest we would like to build some Explore query showing the ratio of requested rating (just requested, not rated) to the amount of chats for each agent.
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This was also a measurement we wanted for chat. I'm hoping it will become available with the new agent workspace coming this year.
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Thanks for your feedback, Maria and Chris.
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We definitely need this report on our case we would like to track if agents are proactively requesting a rating
so we now how many csat/dsat rated by agent requesting a survey or not -
Will also like to have something that can report if agents triggered satisfaction rating. We wish our agents to be more proactive in this
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