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Survey by proxy scores

Received Response
edited Jun 8, 2022 8:54AM in Agent Desktop 10 comments


We are attempting to use survey by proxy for quality monitoring our agents.  The idea is that the supervisors can randomly select incidents to review and check if our agents are following best practices, etc.  I have added the quality monitoring survey in a workspace tab that is visible only for supervisors.

 The part I am struggling with is linking the scores for that survey to the agent who initially closed the incident.  It seems these scores do not show up on any of the OOB score reports.  Any suggestions are welcome.

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