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Linking Question Sessions with relevant Incident response

Received Response
edited Jul 2, 2015 11:25AM in Reporting & Analytics for B2C Service 9 comments


Hi all,

We send an agent satisfaction survey every time an incident is closed. With AAQ/Email incidents, this is when we have sent a response. The customer can re-open the incident when they reply however and if we send another response they will get a second survey.

I am trying to report on each question session and link this back to the incident, response and agent, however having difficulty creating the connections to the specific transaction.

If I start with the question session, I have to join first to the incident, then to transactions(tbl=1), then accounts (trans_type=24). This will bring the correct session, but will duplicate for all agents who have sent an email.

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