Connectwise scoring

Officially Answered

Follow

David High

• October 11, 2021 12:52

Currently the scoring system is set to reward only the person who closed the ticket (marked it in SLA escalation status closed) but this doesn't work in a dispatch environment where the dispatcher is often the one who saves the subtype (the scoring should reward the person who saved it in the subtype), or if the dispatcher closes the ticket after customer confirmation.

It should work more like the CSAT scoring where multiple people can get rewarded (if the contest host wants it that way). The system is just too inflexible and relies on the crewhu customer to change workflows/practices to meet the contest demands. should be the other way around in my opinion

2

• Official comment

  

  Francesca Roig

  • October 24, 2024 17:00
  • Edited

  Hey there!
  
  We do offer the option to credit "all who worked on the ticket", based on time entry. The dispatcher will still be credited, but the technician will not be left out. You can read about it here.
  
  If that doesn't solve this request, please give us some more details of what you are looking for.

  Comment actions Permalink
• 

  Jean-Paul Boucher

  • November 19, 2021 14:23

  As a workaround at this point, we have to have all technicians place the ticket in the "Complete" status in CW Manage in order for them to get the credit together

  0

  Comment actions Permalink
• 

  Thiago Basso

  • July 01, 2022 14:06

  Hi David and Jean-Paul! Thanks for your suggestion.

  Your idea will be forwarded to our technical team and they will analyze it. 

  We don't have a deadline, but you will be notified of any updates.

  Thank you! 

  0

  Comment actions Permalink

Please sign in to leave a comment.