Supplementing feedback
It can be useful to tie a feedback item to an agent and a specific chat event. Most chat systems provide the capability to see what the agents are doing and the conversations they are having with the customers.
By adding one or more custom parameters to the survey, you can capture information including the following:
Agent ID - identify the specific agent in the chat
Chat ID - identify the specific chat event
CustomerID - identify customer
Note: The assumption is that these items are available as JavaScript variables, cookies, or URL parameters so that the Digital survey can be configured to collect it automatically.
