Getting Started with Suggestion Box (Admin Guide)
Suggestion Box is a way to collect anonymous feedback from your contact centre agents and team leaders so they feel their voice is heard, helping you create a winning employee experience that reduces attrition and improves operational efficiency.
The Suggestion Box feature is simple to use and works as follows:
Users with permission submit suggestions.
Managers of the suggestion inbox receive a notification.
Users with permission can discuss suggestions as a group, tag them to group ideas together, and use Status to keep people informed of progress. The user who submitted the suggestion also receives a notification when the status changes.
When suggestions are implemented or progress is made, you can update your community using the Announcements feature.
Suggestion Box is activated on all accounts by default. However, only Admin users are given permission. So if you want to receive suggestions, you'll first need to update the roles and permissions of users.
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Community |
| Enables Community features, including Suggestion Box |
Required Permissions:
Manage Suggestion Inbox (
vote.suggestion.manage-suggestion-inbox) — to view, edit and delete all suggestions and update their statusView Suggestion Inbox (
vote.suggestion.view-suggestion-inbox) — view-only access to suggestions from users within your reporting levelSubmit Suggestion (
vote.suggestion.submit-suggestion) — to submit a suggestion and view its status after submission
Updating Roles and Permissions for Submitting and Viewing Suggestions
The Suggestion Box feature has three permissions you can choose from:
Manage Suggestion Inbox: Typically only given to admins. Lets users update status and delete suggestions from all users.
View Suggestion Inbox: Great for department heads and team leaders. Gives view-only access to suggestions from users within their reporting level structure.
Submit Suggestion: Lets users submit a suggestion and view its status after submission. Users with only this permission can't view anything else.
For Suggestion Box to become a visible option for other users, they need at least one of the above permissions assigned to their profile.
Assign these permissions via the standard Roles and Permissions process described in this user guide.
How to Process Your First Suggestion
Each time a user submits a suggestion, you (as admin of the suggestion inbox) receive a notification. To go to that specific suggestion, click View suggestion in the notification. Alternatively, the Suggestion Inbox can be accessed any time:
Go to Community > click Suggestions Inbox to see the list of all suggestions.
When a suggestion first appears in your list, it will have the status of New, with the most recent suggestions appearing at the top.
From here you can:
Apply tags to help you manage incoming suggestions.
Update a suggestion with a new status (this notifies the user, so it's a good way of keeping people up-to-date).
Filter your list of suggestions by suggestion type, time, group, status or tag.
Configuring Your Suggestion Box Settings
The out-of-the-box Suggestion Box settings are designed so you can roll out the feature quickly. Like all evaluagent products, we offer significant customisation through the Suggestion Box settings page.
Go to Settings > click Community > click the Suggestion Box tab.
From here, you can:
Configure the type of suggestions you want to activate and what they're called.
Configure the possible statuses suggestions can have.
Manage your tagging system.
If you need help with this, see Managing Suggestion Box Settings.