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Temiloluwa Paul Adetola

已加入2021年10月16日

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最后活动2021年11月19日

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的最新活动 Temiloluwa Paul Adetola

Temiloluwa Paul Adetola 进行了评论,

评论Measuring success

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 than having to create a separate query for it. If this is not a possibility, then I'll just have to make do with the query I already created.

Thanks again.

查看评论 · 已于 2021年11月04日 发布 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola 进行了评论,

评论Measuring success

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 can break this down to individual CSAT scores?

Thank you!

查看评论 · 已于 2021年11月03日 发布 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola 进行了评论,

评论Measuring success

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 this down to individual CSAT scores?

Thank you!

查看评论 · 已于 2021年11月03日 编辑 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola 进行了评论,

评论Metrics, attributes, and filters

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 closest means to really know if the content of an agent's first reply solved the customer's query. So based on this, I need to consider tickets where there's an actual reply and if the customer does not reply till ticket is closed, then that single agent's reply most probably solved the customer's query.

So in this case, tickets where where is zero reply might skew the result I'm looking for.

But thanks again, this definitely helps.

查看评论 · 已于 2021年9月15日 发布 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola 进行了评论,

评论Metrics, attributes, and filters

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 replies.

Thank you

查看评论 · 已于 2021年9月08日 发布 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola 进行了评论,

社区评论 Q&A - Reporting and analytics

@... 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!

查看评论 · 已于 2021年9月08日 发布 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola 创建了一个帖子,

帖子 Q&A - Reporting and analytics

Is 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.

This is similar to First Call Resolution, but the email version of it. Any idea on how I can get this data from Explore?

Thanks!

已于 2021年9月08日 发布 · Temiloluwa Paul Adetola

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Temiloluwa Paul Adetola 进行了评论,

社区评论 Feedback - Ticketing system (Support)

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 by the support specialist.

Is there already a way around this? How can we delete a bad CSAT and remove the effect from agents report?

查看评论 · 已于 2021年11月02日 编辑 · Temiloluwa Paul Adetola

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