Q3 - Session Replay

Q4 - Dashboard

Q5 - Service Level Agreement 

This looks so fun, tagging some of our members to check if they would like to take a stab at this: @akshara.sruthi @rashmi.nag @Isaac Thomas @Arvind Ramamurti @karthikananth @manns @zachary.king @mrenaud @marion.lubat @vishaal.pinisetti @DanValks @Leslie.Chan @hemanth.ramya @Vishal Nema @Pooja Bernice @jim.smith @Crocus_Benford !

Is Q2 #custserv?

I’m sure there are multiple answers for some of these :)

For Q5, I’m thinking customer satisfaction score or customer satisfaction score

Q6 - ticket handling time (or similar)

Q7 - ticket escalation (or similar)

Question 01: Agent Collision

Question 02: #CustServ

Question 03: Session Replay

Question 04: Freshdesk Dashboard

Question 05: Customer Satisfaction Scores

Question 06: Average Handling Time

 Question 07:  Escalated Ticket

It Absolutely is! Great guess.  

Q3: Session replay?

Q6: Time To Resolve?

Q7: Critical incident?

@FreshDan You almost nailed it!! Great job at getting almost all your answers right. 

Woohoo! You got the first one right. Rest two were super close.

True, multiple answers do fit in. Hopefully the actual answers do justice, haha! 

You got the first one right! Other two were pretty close.

Alright! Time to share the answers. Hope you enjoyed these little riddles -  

Question 01: I am what happens when two agents update the same ticket (Hint: I cause duplication. ) - What am I?

Number of words: 02

Answer : Agent collision

Question 02: I am the most famous hashtag any agent uses on social media. 

(Hint: I am the trendiest on Twitter!)

Number of words: First half of two words

Answer: #CustServ

Question 03: I am a term that agents use when they watch a live recording of a customer session on their website to understand what the issue is 

(Hint: I am a bonus feature through the Freshdesk and Freshmarketer integration!)

Number of words: 02

Answer: Session Replays

Question 04: I am what an agent looks at when they first log in. (Hint: I let them access settings and manage tickets) - What am I?

Number of words: 02

Answer: Agent Console

Question 05: I am what every agent wants (Hint: The higher I am, the better the agent is)

Number of words: 03

Answer: First Call Resolution (FCR)

Question 06: I am the duration an agent takes to resolve a case end -to-end. (Hint: I am measured from when the customer reaches out for support up until it is entirely resolved)

Number of words: 03

Answer:  Average handle time (AHT)

 Question 07:  I am a difficult ticket that calls for extra attention and will be re-routed to the appropriate agents to be solved efficiently. (Hint: Agents that cannot solve me, bring in their superiors to help out!)

Number of words: 02

Answer: Escalation management