What is RR challenge?
"Have you ever solved a ticket and then the ticket is reopened by a customer response which is not related to the initial request? Like a thank you note or feedback on a product and you always wanted the opportunity to challenge these ticket reopens? Now you can!"
Deducting points on a ticket that has been reopened for the above mentioned reasons can seem unfair especially if the agent done everything to ensure the customers request was resolved.
In some cases multiple agents can reply on the same ticket before it gets solved. If this ticket happens to be reopened we would have to penalize each agent as we don’t know who caused the reopened ticket.
To make this fair for the agents and also help you get more insights into why certain tickets get reopened we introduced the Reopen Rate Challenge.
Reopen Rate Challenge - RR Challenge as we call it, is a feature that will allow agents to correct "false ticket reopens".
What does the RR challenge feature do?
With the RR challenge feature agents can correct "false reopens". When an agent challenges a ticket reopen, the deducted points will be given back and the ticket reopen won't count towards the Reopen Rate (RR) in their scorecard.
Using the RR Challenge in the agents personal Dojo, an agent can challenge the customer reply that resulted in a ticket reopen.
How does the RR challenge feature work for agents?
An agent can challenge the customer reply that resulted in a ticket reopen.
In the agents personal Dojo, agents will have an overview of their activity. Using the filter, they can filter the ticket reopens and this is where the agents can see all tickets that received a reopen. The agents will also see how many points have been deducted for the customer reply that received a reopen.
NB: An agent can only challenge a customer reply that resulted in a ticket reopen once.
- Agent challenges Ticket Reopen:
If an agent would like to challenge a ticket reopen, the agent should click on the ticket Id & time of the customer reply that corresponds with the ticket Id & customer reply they would like to challenge. A drop down will appear and the agent will see a purple challenge button.
Using this challenge button the agent can challenge the negative points they received for the ticket.
3) After clicking the challenge button the ticket details will open. The agent can confirm the challenge by clicking the challenge button.
4) Points are neutralized
Once the agent clicks on the challenge button, the agent will see a hammer appear next to the challenged ticket. This means that the ticket has been challenged.
Notice : The points have now changed to 0 (Neutralized) for all skills and the negative points are now positive points
The agents challenge will now be sent to the Team Lead to review. If the Team Lead accepts the challenge, the points will remain as "positive points" (as shown in the screenshot above).
When a ticket reopen is challenged and accepted by the Team Lead, the points are immediately given back to the agent. This will show in the activity overview in the Dojo (as shown above) & the Reopen Rate will be adjusted as this will no longer count towards the Reopen Rate.
Where can the agent see the Reopen Rate in the agent scorecard?
In the agent scorecard under the Service Quality section :
5) Team Lead rejects the Ticket Reopen Challenge :
If the Team Lead rejects the challenge, the points will be rectified and the negative points will appear again for that ticket reopen. This will show in the rejected challenges in the Activity overview in the agents personal dojo. Using the filter in the activity overview, the agent can filter the rejected challenges.
The Team Lead can reject a ticket reopen challenge if they consider the ticket reopen as valid.
This is what the challenge looks like when sent to the Team lead to review:
*The out/in slider will only be visible for the Team lead in the agent scorecard when the Team lead reviews the challenge.
If the Team Lead does not click on the slider(as seen in the screenshot below) the default is that the challenge is accepted.
You will notice the following details appear on the ticket once it has been challenged :
- Details of the public comment & customer response - Details on the left of the screenshot
- The time/date of the public comment which was challenged - "Ticket reopen, which happened on the 28th May @ 10:22pm"
- Name of the agent - "Challenged by"
- Second date of when the agent challenged the RR - "on May 28th 2021"
The agent can also review the challenge once the Team Lead accepts or rejects the challenge in their scorecard. When clicking on the purple speech bubble, the agent will have a view of the reviewed tickets and when clicking on the tick next to the percentage, the agent will have view of both :
1. All challenged ticket reopens and
2. Reviewed ticket reopens
How does the RR challenge feature work for the Team Leads?
As a Team Lead you will be notified every time an agent in your team has challenged a ticket reopen. You can open and review all the challenges and either accept or reject them with the out/in slider in the scorecard of each agent.
A notification will be sent for every ticket reopen an agent in your team challenges.
2) Review challenged ticket reopens:
To review the challenged ticket reopens, you as a team lead will need to open the scorecard for the agent who challenged the ticket reopen. To view all challenged ticket reopens, you will need to click on the tick next to the Reopen Rate percentage in the service quality section.
3) Review challenges:
When clicking on the tick next to the percentage, the tickets that were challenged will open in a screen for you to review.
4) Reject or accept challenge:
To reject the challenge, click on the out/in slider. If you do not click on the slider the default is that the challenge is accepted.
In = Reject - Ticket reopen will be added/counted towards the agents Reopen Rate.
Out = Accept - Ticket reopen will be removed from the agents Reopen Rate.
5) Once the challenge is accepted or rejected, an automatic note will appear on the ticket which shows the Team Leads actions on the accept or reject ticket reopen challenge (Please see screenshot below).
You will also notice that you will be able to select the public comment that has been challenged from the drop down next to the out/in. So if there are multiple public comments for a ticket, you can select the correct public comment from the list in the drop down.