The Feedback table allows team members to quickly access tickets with QA Scores and CSAT responses. With this,
Coaches can access recently graded tickets and select ones to add to coaching sessions to provide quantitative feedback
Coaches can see which tickets have CSAT scores attached and quickly grade them
Agents and Coaches can see graded tickets over a specific time period to benchmark performance
How to Use the Feedback Table
On the Coaching tab, scroll down to the Feedback table
Agents and Coaches can use this table to view tickets by the date they were last graded, updated, solved, or reported using the “Date field” selector
Check to see if Agents have opened their their graded ticket in the "Review Status" column of the table
In the table, coaches can select “Add to Coaching” on the line with the ticket name to add the whole ticket to a coaching session. To add specific criteria, click into the ticket and click “Add to Coaching” on any criteria.
Need a refresher on how to set due dates?
🎥 Check out this video for a visual explanation: