Can I implement a system for ticketing (emails) quality evaluation?

  • Profile Image
    Alex 
    Asked on March 20, 2018 at 05:17 PM

    Hello, 

    I'm Alex and I am a CS Manager. I need to implement a quality system for evaluation of our tickets/emails/live chats - our interactions with the clients are only in written. 

    Can you provide this kind of service? 

    More details: 

    - I would need to have a tailored evaluation form (with some metrics)

    - I should be able to do this evaluation for all the members of my team 

    - Each agent needs access to see his evaluations 

    - History of the evaluations is mandatory 


    Looking forward to your answer, 

    Regards

    alex

  • Profile Image
    Welvin
    Answered on March 20, 2018 at 06:34 PM

    Our reporting functions are just basic. We do not have advanced metric tools you can use. We have reporting apps. You can check them here https://apps.jotform.com/category/analytics_and_reporting

    I suggest checking Leftronic (https://apps.jotform.com/app/leftronic).

    If you need give an individual access, share them the submission ID. You can include this ID in the autoresponder email (https://www.jotform.com/help/26-Creating-a-Form-Autoresponder).

    In the email, simply build the URL as shown below:


    The history is something that we also do not provide. You can utilize the Edit Function in the autoresponder email so everytime you'll edit the entry, agents will be notified about it;


    I hope that helps. Let us know if you need any further assistance.