DSAT Workflow
CR

Catherine Roth

Created May 03, 2022

DSAT Workflow

25
    m

Playvox

17 Steps
1

Go to Playvox

2

Click on Quality

Click on Quality
3

Click on Interactions

Click on Interactions
4

Open Intercom, and click on Reports

Open Intercom, and click on Reports
5

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

Click on the date bounds - set them to the relevant dates you're looking at
6

Click on Apply

Click on Apply
7

Click on Customer support

Click on Customer support
8

Click on Customer satisfaction

Click on Customer satisfaction
9

Click on All ratings

Click on All ratings
10

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

Select the DSAT you're assigned for the week (1=Terrible, 2=Poor, 3=Ok)
11

Click on each Conversation

Click on each Conversation
12

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

Copy the string of numbers at the end of the URL (this is the conversation ID!) Keep the conversation open for context
13

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

14

Paste the conversation ID into input

Paste the conversation ID into input
15

Check who the DSAT was assigned to in Intercom

Check who the DSAT was assigned to in Intercom
16

Click on Evaluate

Click on Evaluate
17

Set User to Mixtiles Dsat Dummy

Set User to Mixtiles Dsat Dummy
    a

Intercom

2 Steps
18

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

Set Team to that which contains the person who received the DSAT's
19

Click on Evaluate

Click on Evaluate
    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.

Fill out all aspects of the scorecard until the Expected Follow Up Date.
21

Click on Select Users to Notify

Click on Select Users to Notify
22

Uncheck Agent (Mixtiles Dsat Dummy)

Uncheck Agent (Mixtiles Dsat Dummy)
Well done!
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