Live Agent Rating
When an agents closed a conversation with customers, a system will automatically send feedback (survey question) to customer to asking and know how customer’s rate Agent, how customer’s felt about agents’ professionalism, responsiveness, helpfulness, etc.
If the customer submitted feedback, you can view the feedback in the analytic > live agent > live agent rating. You can view the number of ratings and the average rating score on the live agent rating bar graph and detail feedback that can be filter by date range, channel name and agent name. In addition, you can be download live agent rating to a .XLS, .PDF, .CSV or .TXT files, as shown below.
To see the details of the feedback that has been given by customers on each ticket, you can select and click the feedback ticket.
When you view the offline report using the download report, you can see the summary report. The summary report contains one column whose value consists of all the data from the selected agent, as shown below.
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