Post Call Survey Data - Last Agent

1 votes

Currently, the Post Call Survey report "9.01 PCS Detail" shows multiple agents who handled the call listed in the survey transaction. However, the report does not indicate who last handled the call. It only lists agents in alphabetical order. This makes it difficult to determine which agent should be assigned the scores for the survey. Please add a feature to this report that marks the last agent who handled the call.

Done ECS Suggested by: Billy (12 Sep, '22) • Upvoted: 21 Sep, '22 • Comments: 3

Comments: 3

15 Sep, '22
Doug Hutchinson Admin
Hi Billy,

Thank you for this recommendation. This will become a story in our Development backlog and be introduced into the product.
24 Oct, '22
Doug Hutchinson Admin
Hi Billy,

This recommendation is planned for our next sprint and is targeted for inclusion in release 5.4.4 in mid-November. We will list and number the agents in the order that they handled the contact...first to last. Example: if Sally answers a call and transfers it to another business process where it is handled to completion by Bob, the report will list the agents (1) Sally, (2) Bob.
21 Nov, '22
Doug Hutchinson Admin
This feature has been delivered in ECS version 5.4.4