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  • 1.  Sending a survey on an email transfer

    Posted 03-06-2025 10:26
    No replies, thread closed.

    Hello

    It would appear that when an agent transfers an email to an email address that is not part of a queue, the agent is assigned an enquiry even though he has not sent a reply to the customer.

    Is this normal behaviour ? Thought ?

    #Survey #QualityManagement


    #QualityManagement
    #Routing(ACD/IVR)

    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------


  • 2.  RE: Sending a survey on an email transfer
    Best Answer

    Posted 03-06-2025 14:52
    No replies, thread closed.

    Hello Mamadou,

    That certainly does sound odd. I don't believe that it should be behaving that way but if you have any recent examples within the last few days, I would recommend reaching out to Customer Care to investigate what is triggering those surveys.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Sending a survey on an email transfer

    Posted 03-10-2025 06:13
    No replies, thread closed.

    Hello Jason,

    Thanks to your response. For the moment, I don't have any recent examples. But according to the Customer Care, the firts examples that I shared with them, seems to be working as expected.

    Regards,



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------

    Original Message


  • 4.  RE: Sending a survey on an email transfer

    Posted 03-10-2025 08:59
    No replies, thread closed.

    It's an excellent question, I've seen similar scenarios.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
    ------------------------------

    Original Message


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