Purpose and Features
Purpose:
To simplify tracking of evaluation processes, enhance reporting accuracy, and enable better control over customer experience management.
Features:
Evaluation Date Information:
A new column labeled "Evaluation Date" has been added to the Chat Detail report. This allows teams to easily monitor when each customer feedback was provided, helping align evaluations with specific time periods.Time-Limited Evaluation Links:
Feedback links sent to end-users can now be set to expire after a defined duration. If the user attempts to submit feedback after the time limit, they will see a message: “The evaluation period has expired.”
Benefits:
With the inclusion of timestamp data in reports, QA teams and managers can more effectively monitor and analyze feedback cycles.
Time-bound links ensure that evaluations are collected within a predefined SLA window, leading to more consistent and accurate reporting.
The end-user experience becomes more structured and predictable, as evaluations are only accepted within specific timeframes.
Operational teams gain access to cleaner and more reliable data for planning and process optimization.
System flexibility is maintained—if no expiration is set, evaluation links will remain active indefinitely.
Setup:
Evaluation Date:
Homepage > Reporting > Chat > Chat Details. When you export the report, a new column labeled “Evaluation Date” will display the timestamp of the submitted feedback.Setting the Evaluation Time Limit:
System Admin > Chat > ICR. Select and edit the relevant ICR. Under the root step, a new setting has been added: "Evaluation Duration (hours)".Enter a minimum of 1 hour according to your operational needs (e.g., 1, 2, 3, 4... hours).
If a user attempts to submit feedback after this period, they’ll be shown the message: “The evaluation period has expired.”
Alternatively, you can choose not to set any expiration time, allowing evaluations without time restrictions.
We wish your operation benefits from this new release and look forward to hearing your feedback!