Integrate review solicitation into post-support interactions using [HelpdeskPlatform]. Define triggers (ticket solved, CSAT ≥ [SupportCSATTarget], within [SLA]), exclusions (escalations, refunds), and timing. Provide agent-assist prompts and macros that acknowledge resolution while inviting a review. Draft messaging variants for email and SMS, and include escalation diversion for negative sentiment. Outline supervisor dashboards tracking agent-level contribution and quality.
Output format:
Trigger matrix (Event, Rule, Channel, Wait).
Macro library (short, medium, empathy-led).
Quality controls (sampling, audits, [EscalationTags]).
Coaching guide and incentive plan [AgentIncentive] with safeguards.
Dashboard spec (agent, queue, category views).