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Temiloluwa Paul Adetola's Avatar

Temiloluwa Paul Adetola

Beigetreten 16. Okt. 2021

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Letzte Aktivität 19. Nov. 2021

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Temiloluwa Paul Adetola hat einen Kommentar hinterlassen

KommentarMeasuring success

Hi Gabriel,

Thanks for your reply. Indeed I already created custom query for this in Explore.

I was just looking for the possibility of seeing the CSAT per agent from the Satisfaction tab rather than having to create a separate query for it. If this is not a possibility, then I'll just have to make do with the query I already created.

Thanks again.

Kommentar anzeigen · Gepostet 04. Nov. 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hat einen Kommentar hinterlassen

KommentarMeasuring success

Hi Jennifer,

I have question regarding the satisfaction tab.

How can I get the individual CSAT ratings for my agents from this tab? The Tab only shows the CSAT for the entire team. Is there a way I can break this down to individual CSAT scores?

Thank you!

Kommentar anzeigen · Gepostet 03. Nov. 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hat einen Kommentar hinterlassen

KommentarMeasuring success

I have question regarding the satisfaction tab.

How can I get the individual CSAT ratings for my agents from this tab? The Tab only shows the CSAT for the entire team. Is there a way I can break this down to individual CSAT scores?

Thank you!

Kommentar anzeigen · Bearbeitet 03. Nov. 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hat einen Kommentar hinterlassen

KommentarMetrics, attributes, and filters

Hi @...

Thanks for weighing in on this.

Yes, all the listed ticket variations will definitely counts for One-Touch. The reason I asked if (=1) would be a good fit is that I was looking for the closest means to really know if the content of an agent's first reply solved the customer's query. So based on this, I need to consider tickets where there's an actual reply and if the customer does not reply till ticket is closed, then that single agent's reply most probably solved the customer's query.

So in this case, tickets where where is zero reply might skew the result I'm looking for.

But thanks again, this definitely helps.

Kommentar anzeigen · Gepostet 15. Sept. 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hat einen Kommentar hinterlassen

KommentarMetrics, attributes, and filters

Hi @...

Would it also be accurate that the first line of the code is IF (VALUE(Agent replies) =1 instead of <2? I feel it's less trouble this way rather than having to filter out the tickets with 0 replies.

Thank you

Kommentar anzeigen · Gepostet 08. Sept. 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hat einen Kommentar hinterlassen

Community-Kommentar Q&A - Reporting and analytics

@... Thank you. This certainly works. I was able to create the formula. This should at lease mirror that a single reply solved the customer's request.

Thanks again!

Kommentar anzeigen · Gepostet 08. Sept. 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hat einen Post erstellt

Post Q&A - Reporting and analytics

Is it possible to measure the tickets which are solved by a single agent reply?

The purpose of this is that I want to gather if the first responses of agents really solved the customers requests.

This is similar to First Call Resolution, but the email version of it. Any idea on how I can get this data from Explore?

Thanks!

Gepostet 08. Sept. 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hat einen Kommentar hinterlassen

Community-Kommentar Feedback - Ticketing system (Support)

Indeed this has been an issue. I manage a team of customer support specialists and they have raised this issue several times.

There should be a possibility to delete a bad CSAT that is not merited by the support specialist.

Is there already a way around this? How can we delete a bad CSAT and remove the effect from agents report?

Kommentar anzeigen · Bearbeitet 02. Nov. 2021 · Temiloluwa Paul Adetola

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