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Topics started by mlewis

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M
Apprentice
mlewisApprentice
posted in Automations and Workflows

How do you handle the Next Response situation when it's not really needed?

I’m sure nearly everyone using Next Response SLAs is dealing with Next Response being calculated and measured with it isn’t needed. Examples:Customer is just replying, “Thank you.” A customer cc:’s their IT ticket system, and agent replies trigger an automatic reply from that system to the ticket.  The customer is having an internal conversation with their own staff by using the ticket thread. There’s nothing for an agent to do or reply to.We haven’t figured out what to do with these other than make sure the agent objectives don’t require a 100% SLA adherence. The problem with that is agents and managers still have to look at those ticket even if just to say, “Oh, no reply needed.”How do you all handle this?

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jerry76
11 months ago

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