im reminded of the time a caller i was assigned had been passed around between departments foreverrrr and i was the one who finally figured out their problem (pretty fast, too, although this was so long ago, don't ask me what it was)
but the METRICS only assign the email response score to the last agent who handled the call so when they submitted feedback that was all 1/5 scores but included something very close to exactly this:
I got passed back and forth between your department for hours, had my time wasted and nobody helped. Egrets had it fixed in ten minutes, you should give him a raise!
so of course i get this high praise feedback but the scores are all 1/5 and the sentiment is very negative so that's what it went in the system as
this is absolutely par for the course and support agents are not treated as humans
anyway i burned out on that job so hard i can't even take telephone calls anymore unless it's from someone i know and i know it's them before i pick up lol
