CSAT Being Given to Incorrect Agent
AnsweredHi team,
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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Official comment
I recommend you only send the CSAT survey some period of time after the ticket has been solved rather than sending it while it's still open. By default the automation we automatically enable on an account is set to send the survey 24 hours after a ticklet has been solved.
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