Getting started

Go to the Feedback App where you'll be able to access

  1. Quality Feedback: View feedback that has been generated as part of an evaluation or calibration session
  2. General Feedback: View feedback that has been authored by colleagues on more general topics

Quality Feedback

On entering the Feedback App, you land on the Quality Feedback screen by default, and you can return to this screen at any time by clicking on the Quality Feedback tab.

Here you can view the volume and sentiment of quality feedback and how much feedback is pending acknowledgement.

Views & Permissions

This report is controlled by the reporting-level access assigned to your profile

So for example, if you have been granted full access to all reporting levels, in the Hierarchical view mode you'll enter the report at the top level and be able to click down all the way to individual agents. In Agent view mode you'll see all agents on the account. In Team view mode, you'll see all teams on the account. In Custom reporting view mode, you'll have access to all of your assigned custom reporting groups.

If you're an agent, you'll only see your own feedback.

Filters

The report can be filtered by any date range and a wide range of options

Detailed Analysis

From any level in the report, you can access the following detailed analysis screen by clicking the magnifying glass at the end of the row you wish to explore further...

Here you can view and analyse all elements of the filtered feedback.

Click on a sentiment, acknowledged status, or word in the chart to filter your results in the table. Click again to unfilter.

Delete Feedback

Users assigned the permission to delete feedback will see the trash icon enabling them to delete feedback generated in error.

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