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Rippit reads every conversation each of your agents handled, so coaching comes from their whole week, not the three tickets someone had time to review. Handle time and CSAT tell you who to look at; they don’t tell you what to say to them.

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Ask Rippit

To answer, Rippit can:
  • Attribute each conversation to the agent who handled it, and tell which replies are theirs when more than one agent touched the thread.
  • Judge replies against your own standard. Share examples of great replies, or drop in your QA scorecard, and correct its calls in the same chat until they match yours.
  • Pick out the conversations that deserve a shoutout, where an agent went beyond what the customer asked for.
  • Break the findings down by your conversation attributes, such as channel, tags, CSAT, or team.
Ask Rippit for the conversation behind each note, so the manager can review it for themselves and walk through a real example with the agent. To get the notes every week without asking, turn the question into an Agent App that emails them to you or posts them to Slack. Rippit gives you the evidence and the notes; the coaching conversation is still yours.

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