Contents

Feedback Statistics

The Feedback Statistics provide information about a named Interaction Feedback survey or survey group. More specifically, Feedback statistics display real-time data for the last hour (relative to the present time) or data for the current day (since midnight). Daily statistics reset at midnight.

Statistic	Description
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 and customers currently taking the survey that are still connected to the CIC system.
Agent no answer today	Number of surveys since midnight that have been opted into for which no agent has answered, for today.
Available licenses	Number of licenses on this system for the given license type that are not yet in use.
Below minimum score	Number of surveys since midnight with 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 number.
Caller disconnects today	Number of calls since midnight where the customer opted into a survey and then disconnected before the survey was presented.
Survey averages score last hour	Average score of selected surveys within the past hour.
Survey average score today	Average score of selected surveys since midnight.
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 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 number reflects calls where the customer disconnected before taking the survey and 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.
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.
Survey 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.
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.
Total licenses	Total number of licenses that are available on this system.