Current issue
In Intercom, CSAT scores are linked to the conversation and attributed to the last agent who closes it. If a conversation is reopened and handled by another Care agent after the customer has already submitted their CSAT rating, the score may be attributed to someone who did not handle the original request.
This leads to inaccurate and potentially unfair individual performance metrics.
Suggested improvement
Allow CSAT scores to be attributed to the agent who actually handled the customer's request before the CSAT rating was submitted, rather than the last agent to close the conversation.
Expected benefit
CSAT is intended to measure the quality of an agent's work, not the conversation itself. Linking the score to the relevant agent would ensure more accurate individual performance tracking and fairer evaluation of Care team members.
Ideally, this attribution logic should be configurable to accommodate different team workflows.
