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Juvie Tonchev
Joined Jan 09, 2025
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Last activity Jan 17, 2025
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Latest activity by Juvie Tonchev
Juvie Tonchev commented,
Thanks so much, Tetiana! I saw the other post and upvoted it. Thank you! <3
View comment · Posted Jan 17, 2025 · Juvie Tonchev
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Juvie Tonchev commented,
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
View comment · Posted Jan 11, 2025 · Juvie Tonchev
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Juvie Tonchev created a post,
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!
Posted Jan 09, 2025 · Juvie Tonchev
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