Learn how to succeed in your role as a service desk agent.
How can I track customer feedback trends?
Useful custom reports include:
A trend graph of the average satisfaction rating for a specific period. This helps view changes in service levels.
Satisfaction scores based on the type of service request. This would identify issues for which the team could provide knowledge articles.
Comparing the satisfaction scores of an agent with their team. This can identify agents who would enjoy further training.
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