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Feedback Statistics

Interaction Feedback statistics inform about a named Interaction Feedback survey or survey group. Feedback views display real-time statistics for the last hour (relative to the present time) or statistics for the current day, since midnight. Daily statistics reset at midnight.

Total licenses

Available licenses

Surveys offered last hour

Number of surveys selected and offered to customers within the past hour.

Surveys offered today

Number of surveys selected and offered to customers since midnight.

Active surveys

Number of calls in a Connected state where the customer has agreed to take a survey at the end of the call. This number reflects customers that have not started the survey as well as customers currently taking the survey who are still Connected to the CIC system.

Surveys completed today

Number of calls since midnight where a Survey was completed by obtaining answers to all of the questions. This count does not include Active Surveys or Abandoned Surveys.

Surveys abandoned today

Number of calls who agreed to take a survey (at one point considered an Active Survey) but did not complete the survey. This reflects calls where the customer disconnected before taking the survey as well as those that disconnected while taking the survey before completing it. Abandoned survey data is not used in survey reports.

Surveys bypassed (no license) today

Number of calls since midnight where the customer took a survey but the agent who dealt with the caller did not have an Interaction Feedback Access license. In this case, the customer completed the survey and the data was captured, but it will not be included in the survey data in Interaction Feedback Reports. In the case where multiple agents handled a call, if at least one of the agents has an Interaction Feedback Access license, the survey data will be included in the reports.

Survey opt-outs today

Number of calls since midnight where the customer did not agree to take the survey. This includes calls in the Connected state as well as previously disconnected calls.

Surveys in error today

Number of system errors generated by the CIC server since midnight. These errors could be any system error that could affect the performance of the CIC server, and which are reflected in either the CIC server's Windows event logs or CIC subsystem logs.

Below minimum score

This column is used only if a survey definition specified a value (other than 0) in the Minimum Acceptable Score field. If a survey specifies a minimum value, indicating the lowest acceptable score on a survey, then each survey completed since midnight that scored below that minimum value is counted in this column.

Caller disconnects today

This column is used to indicate surveys that have been opted into for which the caller has disconnected before the survey was presented, for today.

Agent no answer today

This column is used to indicate surveys that have been opted into for which no agent have answered, for today.

Survey average score last hour

This column displays the average score of selected surveys within the past hour.

Survey average score today

This column displays the average score selected surveys since midnight.