I've noticed when reporting on satisfaction that the data seems to be inaccurate. For example, I looked at the satisfaction report for solved tickets last week, saw a Bad rating and when I investigated the events, the ticket was rated prior to last week.
The ticket had been solved, received a rating, my agent replied back to the customer based on their feedback, the conversation lasted a couple days, and then the ticket was solved again last week.
So when I run a report for satisfaction last week, the rating is showing up even though the ticket wasn't rated bad last week.
Similarly, if an agent receives a bad rating then the ticket ends up getting assigned to someone else to wrap-up the ticket, the bad rating shows up on agent #2's satisfaction rating.
How do I get an accurate satisfaction report based on the time period the rating was left (this week, last week, etc.) AND for the person who originally received the rating?
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