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Martyn Houghton

Request List - Feeback Star Rating Column

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For analyst to be able to see and create views on the feedback star rating of calls, it would be really useful to have the 'Feedback Start Rating' field as a standard column which is visible on the Request List and can be used in views/charts.

Cheers

Martyn

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@Martyn Houghton you can already do charts against ratings:

image.png.3f126df997b480021fa3bcb281c595a0.png

that being said, +1 for having "Rating" column available in the request list!

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+1 for having "Rating" column available in the request list

Nasim

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1 hour ago, Lyonel said:

@Martyn Houghton you can already do charts against ratings:

that being said, +1 for having "Rating" column available in the request list!

@Lyonel

Thanks for advising you n get to it via the chart.

Cheers

Martyn

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Hi Martyn,

The feedback takes place on closed requests which are not normally displayed on the request list and as you mentioned, a custom View needs to be created.  Out of interest, do your analysts actively work/view closed requests to view the ratings?  Do they have to follow up on poor ratings?

We have introduced a number of new reports in the Service Manager Reports under Satisfaction which reports on this information.  Is there anything that is currentlyavailable in reporting that would satisfy this until the option is added to the request list?

image.png

I would also be interested to know if there are more reports on the satisfaction ratings that we can provide. Maybe average rating by Analyst?

Regards,

James

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@James Ainsworth

The reason for wanting to do this on the Request List View, was so analyst could drill down into there personal requests, so that they can review the related request to see what went well and what could be improved etc.

The reports at the moment appear to be more managerial rather than individually focused.

Cheers

Martyn

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