How is CSAT attributed to an agent?

Question

A customer rated a ticket that is assigned to agent A. The ticket was then reassigned to agent B and was solved after. Which agent gets the rating?

Answer

The rating is attributed to the latest assignee of the solved ticket even if the rating was given to the previous assignee. If you want to see which assignee received the rating, create a custom query in MorgWard Explore.

For more information about how to determine ticket assignee when satisfaction rating is given, see the Explore recipe: Explore recipe: Determine ticket assignee when satisfaction rating is given.