One of the purposes surveys can be used for is to evaluate how agents interact with end customers. By looking at the score given by end customers and their comments, it is possible to give feedback and improve the customer experience.
However, you might get worried when you see no response to surveys related to a specific agent. This article will guide you in finding out what is happening and solving it.
If an agent is working for a while and has no response associated with them, there may be something wrong with the data stored in ResponseTek. Agents are imported through hierarchies. Then, invitations are imported and reference those hierarchies. If a reference is not found, the invitation is imported, and it stays in a pending validation status. However, if the correct reference is not imported after a while, it will be changed to Unknown.
A possible cause for an agent not having responses associated with them is that they have not been imported or invitations do not properly reference them. This is what you can do:
- Revise the latest hierarchy file and check if the agent is there. If it is not, create a new hierarchy file that includes this agent and import it. If it is already there, check how it is specified.
- Revise the latest invitation files and check if invitations were referencing that agent. If they were not, this is the reason why there are no responses associated with them. If they are, check that they reference the agent properly. If needed, change the way the agent is referenced by the system that generates the invitation files.
If, for some reason, you are unable to perform this investigation within your company, create a support ticket so they can help you with that.