Hello, we are piloting the chat module for internal chat support between teams. This means that when the "customer"/initiator leaves a chat rating and feedback, it is visible to the support agent. This can have negative consequences:
1) Feedback is biased because the agent on whom the request depends in the future will see it.
2) The support agent can see and may (intentionally or not) be biased by the feedback in the future.
We'd like the visibility of the feedback to be configurable so we can show a more anonymized view of the data to the support agent but without immediately placing a name to each feedback left.
Por favor, entrar para comentar.