Rob Baker
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Activity overview
Latest activity by Rob Baker-
Rob Baker commented,
Chad Dodds thanks for sharing your perspective and insight on this issue. Your 30% response rate is amazing, and that is exactly the same concern that I have with the proposed workaround of using ...
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Rob Baker commented,
Hi Steve, Just curious, Why not have all of your CSAT go through a 3P if it is demonstrated to be working? Given the sign-on requirement how are you able to make the experience seamless?
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Rob Baker commented,
Thanks for the search filter Graeme!
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Rob Baker commented,
@Jay, Try https://[your_subdomain].zendesk.com/agent/users/[agent_id]/ccs Not a view per say, but also not universally known.
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Rob Baker commented,
I would prefer that we not mix the two issues. One has do to with a definite false negative CSAT score problem--that in every instance users we have followed up with have no idea what we are talki...
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Rob Baker commented,
What an astute observation Tal! Here is the distribution of events by minute of confirmed false negatives for us: 001100 That definitely looks like a statistical anomaly that would contradict the ...
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Rob Baker commented,
To add to what Karie has mentioned, and I had stated previously, we now see a full 50% false negative in our CSAT using built-in Zendesk surveys. Although our members aren't bonused on CSAT, we to...
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Rob Baker commented,
That's great to hear Nicole! I would imagine anyone on a pro or enterprise subscription has run in to any number of those 50 related view asks!
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Rob Baker commented,
Is there an update here? I used Lovely views on a previous ZD instance that I was administrating because we had role specific shared views, in additional to operational views, personal views, prob...
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Rob Baker commented,
Thanks for the reply Nicole. TBH, as painful as it is to handle these small number of false negatives, I much prefer that over the behavior having the opposite effect where actual bad CSAT gets si...