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CSAT/DSAT Ownership



Posted Jan 09, 2025

Hi, Team!

Good day!


I'm not sure if this has been raised in the past and if it's at all possible, but is there a way to have the survey results stay on the original recipient/agent?

We have had several feedback from our agents that they are getting the bad surveys of other agents and it affects their performance stats. This holds true to good surveys as well, but it's difficult to balance out the score if you get more bad than good surveys.

To be fair and accurate, is it possible for us to keep the surveys to the original agent (the ones who actually assisted the customer) instead of having it transferred to anyone who handles the incident last?

Thank you!


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5 comments

Hi Juvie Tonchev ,

You may be able to do something like this with custom reporting.  At the moment, how do you know which agent is being rated?  Does the end-user indicate as such, or do the agents just know based on looking at the ticket?

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Shawna James

Community Product Feedback Specialist

Hey Juvie,
 
Thank you for taking the time to provide us with your feedback, I am not sure if this feature is available so I am going to leave it for our community and our PM team to review as they are able. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Hello!

Good morning, Shawna and James, and thanks to you both! :)

James Peterson - Eastern Logic at the moment, whoever is the last assigned agent is considered the owner so it goes on their performance, even if the survey was asked by a previous agent and the survey was answered before the chat came to them.


Even if the customer indicated the agent name on the survey, if that incident gets transferred to another agent, this other agent get the survey.

 

We can see the history of who asked the survey and at what point the customer answered it, but ultimately, the indicator of who owns it is whoever has the last touch on the ticket (last assigned agent).

Hope that made sense! :D

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Tetiana Gron

Zendesk Product Manager

Hi Juvie Tonchev ,thank you for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. There is a similar post, you can also upvote. 

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Thanks so much, Tetiana! I saw the other post and upvoted it. Thank you! <3

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