Insights recipe: Reporting on customer satisfaction by agent Follow

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3 comments

  • Avatar
    Alexis Forde

    The filter section. What do I click to get those filters? I can't seem to find it.

  • Avatar
    Ricky Davis

    Hey, Alexis!

    You can add a filter from either of the buttons pointed out here:

    The filters can be found in the following areas, respectfully:

    1) Numeric Range 2) List of Values3) Ranking Filter

  • Avatar
    Daniel Petersson

    Hey! Thanks for the tutorial!

    For some reason I do not get satisfaction ratings for all my agents even though I think I should.
    I usually check satisfaction ratings for all our agents on a monthly or weekly basis under "Reports - Insights - Insights - View Only - Agent Activity" and get a satisfaction %.

    In this case I set up the report to check last week as a filter (Date (Ticket Solved) is the last 8 days. And for most agents I get no value on the % satisfaction Score. However when I check under Agent Activity under the same period I get satisfaction scores on everybody.

    Any idea what I'm doing wrong here?

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