DSAT Workflow
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CR

Catherine Roth

Created May 03, 2022

DSAT Workflow

25
    m

Playvox

17 Steps
1

Go to Playvox

2

Click on Quality

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3

Click on Interactions

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4

Open Intercom, and click on Reports

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5

Click on the date bounds - set them to the relevant dates you're looking at

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6

Click on Apply

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7

Click on Customer support

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8

Click on Customer satisfaction

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9

Click on All ratings

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10

Select the DSAT you're assigned for the week (1=Terrible, 2=Poor, 3=Ok)

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11

Click on each Conversation

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12

Copy the string of numbers at the end of the URL (this is the conversation ID!) Keep the conversation open for context

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13

Go back to the Playvox interactions tab, and select the custom filter "Quick Search"

14

Paste the conversation ID into input

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15

Check who the DSAT was assigned to in Intercom

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16

Click on Evaluate

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17

Set User to Mixtiles Dsat Dummy

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    a

Intercom

2 Steps
18

Set Team to that which contains the person who received the DSAT's

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19

Click on Evaluate

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    m

Playvox

3 Steps
20

Fill out all aspects of the scorecard until the Expected Follow Up Date.

The expected follow up date should be the next full workday after you've submitted. Ex. you filled it out on Monday, the expected follow up is by EOD Tuesday. If you filled it out on Friday, the expected follow up is by EOD Monday. Please consider that not all TLs work Monday-Friday.

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21

Click on Select Users to Notify

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22

Uncheck Agent (Mixtiles Dsat Dummy)

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Well done!
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