Interaction Feedback Reports

The results of the customer satisfaction survey data are collected, aggregated, and presented in Interaction Reporter in IC Business Manager. Reports include data from completed surveys. You can view, export, and print customer satisfaction survey reports. Reports are based on completed customer surveys.

Note
If your survey contains a Free Form response as the last question, and the customer hangs up instead of pressing any key to complete the response, the survey state is marked Complete and the Complete Field for the report is marked as True. Comments that are ended by hanging up are displayed in the reports.

There are four reports that contain summary and detailed information on completed customer satisfaction surveys.

The reports include survey details including: user, average score, percentile, survey participant (Tracker contact), and specific scores by questions. The reports provide information for comparison between different users' average survey scores over time.

Survey Reports

The following reports are available for Interaction Feedback surveys:

Satisfaction Trends (Line Graph)

Shows satisfaction trend for an agent over time by survey.

Survey Scoring Detail

Shows detailed information related to the question of the specified survey and the average score for the agent during a date and time range. Note As this report contains a Bar Chart, limiting the number of users selected for a report might provide graphs that are easier to read.

Survey Scoring Summary

Shows the survey average score for the agent during a date and time range. This report also shows the Average score and Percentile per user for the selected surveys. Note As this report contains a Bar Chart, limiting the number of users selected for a report might provide graphs that are easier to read.

Survey vs. Quality Scores

Compares survey and quality scores for a given agent. If Interaction Recorder data is available, a report shows comparisons between survey scores and quality scores.

Note  The PureConnect Data Dictionary includes information on the Interaction Feedback Tables. In addition to that information, the following link is to the  Interaction Feedback Entity Relationship Diagram (ERD)