Why Agent CSAT May Decrease with More Chats
Why might an agent's CSAT suffer when handling more chats?
An agent's CSAT, or customer satisfaction rating, might suffer when handling more chats due to increased workload and stress. As the number of chats increases, it can become challenging for an agent to maintain the same level of service quality.
For instance, in the Zendesk Agent Reports, you can observe that Vincent's CSAT decreases when he takes on more chats. This indicates that managing a high volume of interactions can impact an agent's ability to provide satisfactory service, highlighting the importance of balancing workload to maintain high CSAT scores.
More related questions
How can I monitor individual agent performance in Zendesk?
You can monitor individual agent performance in Zendesk using the Agent Reports feature. This feature provides a detailed breakdown of each agent's activity, allowing you to see metrics such as the number of chats served and customer satisfaction…
What is the Activity Breakdown table in Zendesk Agent Reports?
The Activity Breakdown table in Zendesk Agent Reports provides a comprehensive overview of all agents' performance metrics. It allows you to rank agents based on specific criteria, such as the number of chats they have served or their customer…
How can I view an individual agent's profile in Zendesk?
To view an individual agent's profile in Zendesk, navigate to the Agent Reports page and select 'Individual Profile'. This will allow you to see detailed information about a specific agent's performance. For example, you can click on the magnifying…
Is there a pre-done agent performance dashboard in Zendesk?
Currently, Zendesk does not offer a pre-done agent performance dashboard. However, you can use the Time Tracking App built by Zendesk to track agent performance metrics. Additionally, Zendesk provides Explore Recipes that can help you create custom…
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