Dale Demerre

 If the rating is "Bad, I'm unsatisfied" is being clicked by a customer. can we REQUIRE the follow-up question also be selected before they have the ability to SUBMIT the rating.  As it is right now a lot of them just click  "Bad, I'm unsatisfied" without even giving a follow-up question selection.  This just makes no sense from a management standpoint on what to address.  Going through another round of follow-ups is just a tedious exercise that could have been done initially in the submission of rating.  Instead of being optional make it a requirement in submitting bad reviews as you may also address accidental bad review clicks and also pinpoint the problem if it's really a bad review they want to give out. 

Why does First reply time not capture on an agent creating 'Proactive ticket' for a client? why do they still need to create a 1st reply for a ticket they created,  shouldn't that be automatically expressed as a first reply?  agents get a hit on 1st reply metric even if they made the ticket for a client.