Temiloluwa Paul
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Dernière activité effectuée par Temiloluwa Paul-
Temiloluwa Paul a ajouté un commentaire,
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 th...
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Temiloluwa Paul a ajouté un commentaire,
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...
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Temiloluwa Paul a ajouté un commentaire,
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 th...
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Temiloluwa Paul a ajouté un commentaire,
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 clos...
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Temiloluwa Paul a ajouté un commentaire,
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...
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Temiloluwa Paul a ajouté un commentaire,
@... 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!
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Temiloluwa Paul a créé une publication,
Measuring First reply resolution
RéponduIs 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. T...
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Temiloluwa Paul a ajouté un commentaire,
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 ...