What is an Agent?
In Zonka Feedback, an agent is a user who interacts with customers and can be rated based on their performance. Agents are integral to the feedback process, as they are the individuals whose services and interactions are evaluated by respondents. This system helps in assessing the quality of service provided and identifying areas for improvement.
In this section
Role of Agents in Feedback Collection
Agents are typically involved in customer-facing roles where their performance directly impacts customer satisfaction. Examples include support staff, sales representatives, and service technicians. In the context of help desk tools like Zendesk and Freshdesk, agents are the people handling support tickets and responding to customer inquiries.
For example, employees handling Zendesk chats can be added as Agents in the Zonka account, and surveys will be triggered to customers under their names.
How Agents are Rated
Interaction with Customers: Agents handle customer queries, issues, and support requests. After resolving these interactions, feedback is sought from the customers regarding the service they received.
Survey Distribution: Upon closing a support ticket, a survey is sent to the customer. This survey includes questions designed to rate the agent’s performance. The feedback collected is linked directly to the agent who handled the interaction.
Feedback Analysis: The responses to these surveys are analyzed to provide insights into the agent’s performance. Positive feedback highlights good performance, while negative feedback identifies areas needing improvement.
Benefits of Rating Agents
Performance Evaluation: Regular feedback helps in evaluating an agent’s performance, identifying strengths, and addressing weaknesses.
Customer Satisfaction: Understanding customer perspectives on agent interactions aids in improving customer satisfaction and service quality.
Personalized Training: Insights from feedback can be used to tailor training programs for agents, helping them enhance their skills and performance.
Analyze Agent Performance using feedback-driven actionable insights
Collect feedback on your agents and analyze their performance over time to figure out whether there’s a need for training or improvements for better customer support experience.
Sync all your agents to Zonka Feedback with a single click
Monitor agent performance trends over time using survey responses
Get detailed team-wise performance reports to find areas-of-improvement
Access leaderboard to view and compare individual ratings of agents and teams.
Adding Agents in Zonka Feedback
Let's take an example of how you can sync agents in Zonka Feedback via Integration with Zendesk
Navigate to the Zonka Feedback dashboard and login with your credentials.
Go to the 'Integrations' section of the survey that is linked to Zendesk.
Find Zendesk in the list of available integrations and click on it.
Click on the 'Connect to Zendesk' button.
You will be redirected to the Zendesk login page. Enter your Zendesk credentials to authorize the connection.
Once authenticated, navigate to the settings to configure how agents are synced.
Enable 'Sync Agents' to allow Zonka Feedback to import and update agent details from Zendesk.
Ensure that the agent-related fields in Zendesk are correctly mapped to corresponding fields in Zonka Feedback.
Automatically trigger an email survey from Zonka based on the condition and delay you choose.
Set the delays in a trigger to specify when you want to send an email or SMS when the Zendesk ticket meets the conditions you set up.
You can set up throttling to yes or no.
Select the object, its attribute, operator, and value to create a condition.
Save your integration settings to start syncing agents.
Syncing Agents in Zonka Feedback
After successfully integrating with the CRM tool (for instance, Zendesk) and configuring the agent sync settings, Zonka Feedback will automatically sync agent data. This process includes importing agent details and keeping them updated based on any changes made in the CRM tool.
Viewing and Managing Agents in Zonka Feedback
Access the 'Agents' section in Zonka Feedback from the settings menu.
In this section, you can see all the agents synced from the CRM tool. Their details, such as names, email addresses, and External IDs, will be displayed.
You can manage agents by editing their details, assigning them to specific locations, or removing them if necessary.
