Agent ranking

Using this feature you can fight against delivering poor customer support by letting your customers rate the answers of your support agents. This feature can be used for both chats and emails and it also gives you an overview and report for how your agents were doing and if your customers received the support they were expecting.  

The agent ranking is activated by default once your account is created. If you want to deactivate this feature, navigate to Configuration>System>Plugins and click on Deactivate next to the Ranking plugin.

How does it work in chats?

When an agent or a customer ends the chat, there are three emojis showing up – smiley face, frowny face, neutral face. Customers having a chat with you can click on one and choose if they were happy or unhappy with the support that your agents provided them with.

When choosing happy or sad emoji, there is also an option to leave a comment and clarify what was their experience with the support agent. If they choose a middle one, a neutral emoji, there is no option to leave a comment and the customer will only be able to see his conversation with the support agent. 

From the agent’s perspective, the rating will appear at the bottom of the ticket after the last sent message as displayed below. 

Agents can see only their own ratings right in the ticket. Admins and owners can see all the ratings of all agents, both in the ticket and in the reports

To check the ratings in the Reports section, navigate to Reports>Ranking agents.

Here the admins and owners can see who and when left the rating, what it was, and also the comment if there is any. There is also an option to view the ticket. If you click on the eye icon next to a specific rating, the ticket will automatically open up and you will be able to read through the whole conversation and decide if the rating was relevant. If for some reason, the customer was in a bad mood or they left a negative rating by accident, you are still able to disregard and delete the rating by clicking on a bin icon next to the view icon. 

How does it work in emails?

If you would like to have the email answers rated as well, you can add {$conversationUrl} variable to the email template. This variable will appear as a link – generated automatically based on the URL of your LiveAgent account following by random string – e.g., https://yourdomain/la/ticket_bOdYLdsBEr9pObj0. Please note that it is not possible to customize this link.

To add this link to your templates, navigate to Configuration>Email>Customer templates>choose a template>add variable {$conversationUrl}. Note that only admins and owners can access the configuration.

What should happen after the customer clicks on the link is up to you. You can decide if they should be registered in order to view the ticket history and leave a rating after clicking the link or not. 
In case you want to require authentication in order to access the "My tickets" section, navigate to Configuration>System>check Require authentication. In case you want them to access the ticket just by clicking the link, feel free to uncheck this setting. 

In case they have not registered in your knowledgebase yet and you are requiring the authentication, an automatic email will be sent to them after clicking the link. 

To edit this email template, please navigate to Configuration>Email>Customer templates>edit Registration mail.

Once the customer clicks the link and logs in (if the authentication is required) they will be able to see the whole ticket history and they will also be able to reward or rebuke an agent, which will give the option to leave a comment about their experience. In case they would choose "It was OK, close", there would be no option to comment on the agent’s support.

Note that if the agent has not replied yet, there is no option to rate the support.
If you would like to change the buttons “Yes, reward her”, “No, rebuke her”, and “It was OK, close”, you can navigate to the Configuration>Languages>edit the language>Translations>look for the phrase>change the translation.

If you are looking for a more complex solution of ranking/feedback management, you can use Nicereply software and integrate it with LiveAgent.

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