Overview
The Feedback Recorder is a specialized interface that allows customer service representatives to record feedback on behalf of end customers. It is accessible on the ResponseTek portal (eManager) and must be enabled for each user that will be using it.
Information
If you want some user to have access to the Feedback Recorder, please open a support ticket specifying the user. After it is enabled, the user will see a new menu item:
<supportagent>
Note: Check if the customer is on-premises. If that is the case, escalate the ticket to the PS team.
These are the steps to enable the Feedback Recorder:
- Log in to the CSS Tool.
- Look for the user and edit its configuration.
- Go to the Reports-161 tab and include this setting: <userType>2</userType>
- Click Apply.
- Impersonate the user and check that the Feedback Recorder menu is available.
</supportagent>
Testing
The user has access to the Feedback Recorder.