Was wondering if anyone had done this before — I was hoping to generate some reports around agent mistakes made, along with their ticket no.
The goal: flag tickets and agent who made the mistake, so to help with monthly evaluations, performance reviews, so they can be made aware and improve.
The issue: its not a negative CSAT, but system things in the background that should have been done.
For example - refund, agent is to do the usual process, but then also update in another system.
E.g. After a report is run a week/month/ages later we find out it was not done. I want to flag the ticket/issue. So I can easily track it, and run a report.
Given the ticket is now closed though (after 4 days), I can't add a simple tag. And have to create a new ticket/follow up.
I am thinking - creating a macro that opens a follow up ticket, and then closes it - with the required tag e.g. mistake, mistake_[agent]. To make reporting easier. Not sure if there is a way to flag the original ticket ID though?
Any suggestions on how to do this - given overall goal?
How do you track agent mistakes that aren't negative CSAT related?
Any other approaches, or how I could make this work would be greatly appreciated.