What does the NRR challenge feature do?
Bad ratings from a customer can be the result of an agent doing poor work but it can also sometimes be the result of something that was completely out of the agents control. A negative CSAT rating can feel unfair, especially for an agent that is always going the extra-mile to make customers happy.
With the NRR-challenge feature agents can correct bad ratings from your customers directly from their personal Dojo. When an agent challenges a bad rating, the deduct points for an NRR will be given back and the bad rating won't count negatively towards their CSAT in their scorecard.
How does the NRR challenge feature work for agents?
1) Agent challenges bad rating: For each bad rating ticket agents will see a purple challenge button which they can click on
2) Agent reviews ticket: After clicking the challenge button the ticket details will open. Agents can either confirm the challenge by clicking the button or not.
3) Automatic note: A note will be automatically added with the name of the agent and the time/date the ticket was challenged in the scorecard in the NRR ticket details.
4) Points are neutralized: When a ticket is challenged the points are immediately given back to the agent. This will show in the ticket overview in the Dojo.
How does the NRR challenge feature work for the Team Leads?
As a Team Lead you will be notified when an agent in your team has challenged a bad rating. 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.
Notification: A notification will be sent for every bad rating an agent in your team challenges
Scorecard review: Review challenged NRR per agent in their scorecard. A purple speech bubble will be visible behind NRR scores
Review challenges: When clicking on the speech bubble the tickets that were challenged will open in a screen for you to review.
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 you challenge is accepted.