Agent saving the call - QA

Discussion created by greg.kruse on Mar 14, 2019

I am just starting to dive into score builder and during some conversations I have been having it has come up that we want to see how we can score the following situation.



The customer calls in very upset and by the end of the call the agent was able to resolve the issue resulting in the customer providing praise or compliments to the agent.



How would you go about identifying these types of calls? I would assume I would want something where I am looking for dissatisfaction at the start of the call and compliments at the end, but could it be that easy?