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Temiloluwa Paul Adetola's Avatar

Temiloluwa Paul Adetola

Incorporación 16 oct 2021

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Última actividad 19 nov 2021

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RESUMEN DE LA ACTIVIDAD

Última actividad de Temiloluwa Paul Adetola

Temiloluwa Paul Adetola hizo un comentario,

ComentarioMeasuring success

Hi Gabriel,

Thanks for your reply. Indeed I already created custom query for this in Explore.

I was just looking for the possibility of seeing the CSAT per agent from the Satisfaction tab rather than having to create a separate query for it. If this is not a possibility, then I'll just have to make do with the query I already created.

Thanks again.

Ver comentario · Publicado 04 nov 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hizo un comentario,

ComentarioMeasuring success

Hi Jennifer,

I have question regarding the satisfaction tab.

How can I get the individual CSAT ratings for my agents from this tab? The Tab only shows the CSAT for the entire team. Is there a way I can break this down to individual CSAT scores?

Thank you!

Ver comentario · Publicado 03 nov 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hizo un comentario,

ComentarioMeasuring success

I have question regarding the satisfaction tab.

How can I get the individual CSAT ratings for my agents from this tab? The Tab only shows the CSAT for the entire team. Is there a way I can break this down to individual CSAT scores?

Thank you!

Ver comentario · Editado 03 nov 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hizo un comentario,

ComentarioMetrics, attributes, and filters

Hi @...

Thanks for weighing in on this.

Yes, all the listed ticket variations will definitely counts for One-Touch. The reason I asked if (=1) would be a good fit is that I was looking for the closest means to really know if the content of an agent's first reply solved the customer's query. So based on this, I need to consider tickets where there's an actual reply and if the customer does not reply till ticket is closed, then that single agent's reply most probably solved the customer's query.

So in this case, tickets where where is zero reply might skew the result I'm looking for.

But thanks again, this definitely helps.

Ver comentario · Publicado 15 sept 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hizo un comentario,

ComentarioMetrics, attributes, and filters

Hi @...

Would it also be accurate that the first line of the code is IF (VALUE(Agent replies) =1 instead of <2? I feel it's less trouble this way rather than having to filter out the tickets with 0 replies.

Thank you

Ver comentario · Publicado 08 sept 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hizo un comentario,

Comentario de la comunidad Q&A - Reporting and analytics

@... Thank you. This certainly works. I was able to create the formula. This should at lease mirror that a single reply solved the customer's request.

Thanks again!

Ver comentario · Publicado 08 sept 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola creó una publicación,

Publicación Q&A - Reporting and analytics

Is it possible to measure the tickets which are solved by a single agent reply?

The purpose of this is that I want to gather if the first responses of agents really solved the customers requests.

This is similar to First Call Resolution, but the email version of it. Any idea on how I can get this data from Explore?

Thanks!

Publicado 08 sept 2021 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Indeed this has been an issue. I manage a team of customer support specialists and they have raised this issue several times.

There should be a possibility to delete a bad CSAT that is not merited by the support specialist.

Is there already a way around this? How can we delete a bad CSAT and remove the effect from agents report?

Ver comentario · Editado 02 nov 2021 · Temiloluwa Paul Adetola

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