I'm finding it difficult to draw meaningful insights from Explore when it comes to reporting on 'About' and 'Resolution' fields within Support tickets.
The issue is the product our company cover so many different areas it is difficult for our agents to find/categorise them in a timely manner. There are plenty (too many ~100+) about and resolution fields preset but the agents 80% of time choose generic abouts such as "Training" or "User Error" - mostly due to the high volume of calls they receive (time poor)
Obvious answer is to remove training but wondering how you guys go about reporting while keeping your agents happy (i.e not scrolling through tedious lists to find the right 'about field') so I can understand what we need to enhance, fix, remove etc
Do your agents use comments for additional commentary? or perhaps custom fields?
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