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Would like to be able to add the following Macros to the Exit Survey Outbound Event email:
%CUSTOMER_NAME%
%CUSTOMER_COMPUTER_NAME%
%PRIMARY_REP_PRIVATE_DISPLAY_NAME% or
%PRIMARY_REP_PUBLIC_DISPLAY_NAME%
We use the outbound events email for Customer Exit Survey is Completed to review the exit surveys and need to be able to easily tie them to a customer and representative.
Please get this added asap. Really seems like something that should be there. I want to tie this to slack so the team will receive praise promptly. Now, slack just says "somebody" got a 5. Wait until the manager has time to log in and pull the report for your kudos.
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ideally for the help desk I manage I would prefer:
%CUSTOMER_NAME%
%CUSTOMER_COMPUTER_NAME%
Tech: %REP_NAME% or %PRIMARY_REP_PUBLIC_DISPLAY_NAME%
The LSID of the support session: %LSID%
The LSEQ of the support session: %LSEQ%
External Key: %EXTERNAL_KEY%
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CUSTOMER EXIT SURVEY
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%CUSTOMER_EXIT_SURVEY%
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I get dozens of these a day. I only follow up if there's an unhappy customer or they request follow up in the comments. I simply do not have time to go back and research the session ID and look up the tech each time. This would be way more convenient if I could script
%REP_NAME%
above customer survey.
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CUSTOMER EXIT SURVEY
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CSAT: 5
comments:
resolved: 1
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