CSAT Flow Conundrum

7 コメント

  • Andrew J
    コメントアクション Permalink

    Hello Jeremy,

    Certainly can see your point.  We currently track CSAT as a team.

    How many agents are involved? (affects the type of solutions that are practical)

    What about using a custom field that captures the agent at time of rating? If you dont have a huge amount of agents, having a field with Agent1_good, Agnet1_bad, Agent2_good, Agent2_bad etc, might offer you some other possibilities... 

    Your thoughts?

     

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  • Jeremy Flanagan
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    We have ~120 agents currently. 

     

    So you're suggesting the following flow?

     

    Trigger 1:

    • All Conditions: Satisfaction changed from offered
    • Actions: Custom Field Initial CSAT = agent1_good/agent1_bad

    Trigger 2:

    • Any Conditions: Satisfaction changed from Bad, Bad with comment
    • Actions: Custom Field Secondary CSAT = agent2_good

    Trigger 3:

    • Any Conditions: Satisfaction changed from Good, Good with Comment
    • Actions: Custom Field Secondary CSAT = agent2_bad

    How do you handle this in reporting? 

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  • Andrew J
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    Hello Jeremy - the agent numbers makes that a bit daunting.  That is why I asked about that.

    What I was thinking would be awkward after 20 agents or so.  All of this will be painful I think with your number as everything is so individual - however you may think of a way to make it more generic. My way is going to need a heap of triggers!

    I was thinking to report on the tags... however I was also thinking to have a setting for each agent.

    This would depend on when the agent was changed, so I guess we'd need to capture the agent before it is rated...

    • When CSAT is offered... set field 'CSAT Agent' to name of agent 
    • When rating is recieved - if CSAT Agent is 'John' and CSAT rating is Good, set field CSAT Rating to CSAT_Good_John' etc etc and etc...!
    • Report on Field CSAT Rating... 

    I think we'd need to look for some way to do this using dynamic content and freetext fields... and some other magic beyond me!  We are interested in this ourselves and have about 35 agents, so I might put some time into trying to find a more generic solution.  We took one process that used 30+ triggers/automation down to about 4 total... if we can do the same for this it would be workable. 

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  • Jeremy Flanagan
    コメントアクション Permalink

    Agreed that what you're suggesting with our numbers is not really sustainable. Admittedly I'm annoyed that there isn't a standard solution to CSAT, even though it's a supported feature, but nonetheless, I do need to come up with something.

     

    Anyone else in your contacts that might be able to offer advice?

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  • Andrew J
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    It's a bit of an advance on the current CSAT offering.  Would you want to capture the feedback rating and agent at the first instance only? or if the rating changed, would that still be attributed to the original agent?

    My thinking is that a final good rating, despite the original bad, may be, at least in part, based on the earlier agent performance - ie. getting good data etc and maybe laid the basis for a good result.  I think we've all seen situation where the agent has received a bad rating with little justification and either the same agent or another is able to bring a successful conclusion..

    And if we go for this... then we don't have to capture the rating, just the original agent, which would be much simpler.  At worst, one trigger per agent.  At best, possibly just a single set of trigger and target.

    Your thoughts?

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  • Jeremy Flanagan
    コメントアクション Permalink

    We had something like in place, but the issue was that it seemed unfair for a follow up agent to not get credit for a good rating if the initial agent generated the bad one. 

     

    Either we allow reassignment post CSAT or we prevent it. I don't think there's a way to condition that. 

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  • Andrew J
    コメントアクション Permalink

    ok - got another possibility... what if we capture Original Agent and Original CSAT seperately?

    • Trigger/Target to record O-Agent
    • A similar to record O-CSAT

    Not too complex... 

    What have I missed - except of course I haven't figured how to make it work yet...?

    How are we going to report on that tidily?  

    I'm sure there's a better way than this.

     

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