We are wanting to report on the number of interactions and see what the satisfaction score is. By having this reporting it will help us understand if number of agent replies is high does this have an impact on the customer satisfaction.
I created a query with the below metrics:
Agent replies brackets
Ticket created - Month
In the filters, I added a filter to look at a date range (Ticket created - date) from the 1st Jan 2021 - yesterday
When looking at the results we have a few questions:
- If the ticket was created in January and have +5 responses in Feb would it show within the Feb figures or January?
- Is the satisfaction only for tickets created in that month or is there crossover depending on when the agent replied?
We are wanting to look at the life cycle of a ticket and satisfaction score to return the results, so we can monitor results we want to be able to look at tickets for each month and see for the agent brackets what the satisfaction rating is?
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