I've seen this happen pretty often and wondering if there is a way to fix the way CSAT's are allocated to agents:
1- Client contacts customer service and interacts with Agent1
2- Ticket remains open since Agent1 offers a follow up.
3- Client fills out a bad CSAT survey
4- Client calls back and interacts with Agent2
5- Agent2 solves the issue and solves out all dupe tickets
6- Agent2 inherits a bad CSAT survey from Agent1.
This messes with our overall CSAT causing inaccuracy and it could be frustrating for individual agents.
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