I would like to ask if there is any way I can set up parameters in pulling agents' CSAT to whom it was originally rated?
Our agents are divided into 3 tiers. When a ticket is escalated to either tier 2 or 3, the ticket will be sovled on their end. And some of the reopen tickets escalated has ratings already, so for example tier 2 solved the ticket with a bad rating already, he would get that bad rating when I generate the report where it should be for tier 1 as the tickets are rated the time tier 1 solved the ticket prior to escalation.
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