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CSAT

  • May 31, 2020
  • 1 reply
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Hi,

I would like to ask if there is any way I can set up parameters in pulling agents' CSAT to whom it was originally rated?

Our agents are divided into 3 tiers. When a ticket is escalated to either tier 2 or 3, the ticket will be sovled on their end. And some of the reopen tickets escalated has ratings already, so for example tier 2 solved the ticket with a bad rating already, he would get that bad rating when I generate the report where it should be for tier 1 as the tickets are rated the time tier 1 solved the ticket prior to escalation.

    1 reply

    A
    • Andrew42
    • May 31, 2020

    The only way this can be done that I can think of is to reassign back to the originating agent when closed.
    If you did not have too many agents you could do this with triggers.
    You could also consider changing your workflow so that the tier 1 agent opens a new ticket that is linked to the original when it is escalated. This will mean the original will get the rating with the originating agent. And that second and third tier agents will have a cleaner ticket but access to view the original.

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