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Report to show agents who click YES to PROCEED_WITH_BLANK_RESP_MSG

Received Response
edited Dec 16, 2016 1:50PM in Reporting & Analytics for B2C Service 7 comments


Hello Everyone,

Every year when we ramp up for our busy season and hire lots of temp agents, we run into an issue where agents send blank responses out to our customers.

Sometimes it can be accidental, but most often it happens because agents are trying to pad their email productivity numbers. We do not give them credit for the email unless they send a response.

Often times the email doesn't need a response because the customer contacted us via another channel (phone or chat).

When this occurs the agent is supposed to enter a private note, then click a button to send the incident to a status called 'No Reply Review'. 

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