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Interaction Feedback Help
About Interaction Feedback
Welcome to Interaction Feedback, an IC Business Manager application program module that supports automated post-call customer satisfaction surveys and on-demand surveys. Interaction Feedback has an intuitive user interface to help you build effective satisfaction surveys that ask your customers discerning questions about your company's products and services.
Here's an overview of Interaction Feedback features.
Interaction Feedback Client
Interaction Feedback, an IC Business Manager add-on module, allows you to create customer satisfaction surveys using the Interaction Feedback Create Survey Wizard. Surveys can be created using pre-defined industry standard templates, or customized questions can be easily created using Interaction Feedback Tools. Completed survey results are viewed using the Interaction Feedback Dashboard, giving you immediate insight into your customers' experiences.
Real-time monitoring in IC Business Manager
An Interaction Feedback Statistics View in IC Business Manager provides you with the ability to view real-time statistics for surveys in progress, surveys customers are in the process of taking. Interaction Feedback takes advantage of the Interaction Supervisor Alerting mechanism, allowing you to receive immediate notifications when surveys fail to meet a minimum acceptable score. Using real-time monitoring helps you understand what you are doing well and what immediate actions might need to be taken to meet customer expectations.
Interaction Feedback Reports
Interaction Feedback Reports are available in Interaction Reporter in IC Business Manager. These pre-defined reports contain summary and detailed information on completed customer satisfaction surveys.
Interaction Administrator configuration
After installation, Interaction Feedback is readily configured in Interaction
Administrator. Licensing for accessing Interaction Feedback features is
also controlled in Interaction Administrator. For more information, see
the Interaction Feedback Technical Reference,
available in the PureConnect Documentation Library on your CIC server.
The latest version of this document can also be accessed from the PureConnect
Documentation Library at help.genesys.com.
For a list of additional resources for Interaction Feedback, see Review Interaction Feedback Resources.