Many of the customer satisfaction report you'll need come prebuilt in Insights. But if you want to report on satisfaction ratings by agent, you can build a custom report.
To build a custom report that shows satisfaction ratings by agent:
Click the Reporting icon ( ) in the sidebar, then click the Insights tab.
Click the GoodData link in the top right corner of the panel, then select Reports > Create Report.
- Set up the What, How, and Filter for your report as follows, then click Done when you are finished.
What: # Solved Tickets, % Satisfaction Response Rate, Satisfaction Score %
- How: Ticket assignee
# of Satisfaction Survey Offered is greater than 30
Date (ticket solved) is the last 30 days
Top 5 ticket assignee by # solved tickets
Include a bar for % satisfaction response rate
Here's how your final report will look.
Report Title: Satisfaction by agents with most tickets solved