Customer Satisfaction can occur when a ticket is resolved via FCR and the customer is happy with the FCR and simply replies acknowledging the good work with a “thank you” or similar expression of satisfaction.
This type of reply should not penalize the good work done by an agent by reducing his FCR count.
I suggest there be an option to overwrite the FCR in this scenario or have an Ai decide if the reply was simply an acknowledgement to the FCR and if it was then the Ai would not remove the FCR of this ticket.
