Mission Agent CX | Put your thinking 🎩 on, and solve the riddles

  • 7 September 2022
  • 14 replies
  • 220 views

Userlevel 4
Badge +4

🕵️ Super-agents, do you have what it takes to solve this operation? Solve the riddles below, and share your answers in the comments section. 

 

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

Number of words: 02

 

#️⃣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

 

📅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

 

💻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

 

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

Number of words: 03

 

🔍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

 

💡 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


14 replies

Q3 - Session Replay

Q4 - Dashboard

Q5 - Service Level Agreement 

Userlevel 7
Badge +7

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 !

Userlevel 7
Badge +10

Is Q2 #custserv?

Userlevel 7
Badge +10

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

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

Userlevel 7
Badge +10

Q6 - ticket handling time (or similar)

Userlevel 7
Badge +10

Q7 - ticket escalation (or similar)

Userlevel 2
Badge

🎫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

Userlevel 4
Badge +4

Is Q2 #custserv?

It Absolutely is! Great guess.  😎

Userlevel 4
Badge +5

Q3: Session replay?

Q6: Time To Resolve?

Q7: Critical incident?

Userlevel 4
Badge +4

🎫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

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

Userlevel 4
Badge +4

Q3: Session replay?

Q6: Time To Resolve?

Q7: Critical incident?

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

Userlevel 4
Badge +4

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

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

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

Userlevel 4
Badge +4

Q3 - Session Replay

Q4 - Dashboard

Q5 - Service Level Agreement 

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

Userlevel 4
Badge +4

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

Reply