An Agent's Guide to Suggestion Box

Suggestion Box is a brand-new way for you to send anonymous feedback to your Contact Centre leaders and get your voice heard. When submitting a suggestion your identity will be protected with only the team you belong to visible to users with permission to view or manage the Suggestion Inbox.

In this quick start guide, we'll cover: 

• How to submit your first suggestion
• How to see where your suggestion is up to
• Troubleshooting

Submitting a suggestion

Please note, you must have permission to "Submit a suggestion" to view this menu option. If you cannot see the option, please ask your admin to enable the permission on your user profile. Permissions can be updated within User Management

Navigation prompt

Go to Community > Click Submit new suggestion > Click the New tab

We've tried to make submitting a new suggestion as quick as possible. To submit a new suggestion, complete all the required fields and hit the submit button.

Please note: depending on the configuration of your account some options seen in the screenshot below may not be visible.

What happens once a suggestion has been submitted

Once a suggestion has been submitted, a notification that a new suggestion has been made will be sent to the people responsible for managing the Suggestion Inbox. These "Admin" users will then be able to view & change the status of your suggestion alongside suggestions from your colleagues.

Viewing the progress of your suggestion

You can view the status of any suggestion you've previously made by returning to the "Make a suggestion" tab and clicking on "Previous Suggestions" where you'll see a table similar to the one shown below. 

If you can no longer see your suggestion, please refer to troubleshooting section below

Troubleshooting

My suggestion has disappeared

Users with the ability to manage the Suggestion Inbox also have the ability to delete suggestions to help them manage duplicate suggestions or ones that are no longer relevant. If you believe this is the case, please contact your manager in the first instance. If you have confirmed internally that they have not been deleted, please contact our customer support team.

I can't access the suggestion box

Access to this feature is permission based. It may be that your admin has altered permissions for your role should you no longer see the options listed above. Note: this only restricts your ability to raise new suggestions or view progress. Any submitted suggestions will not be deleted automatically.

I still need help?

If you have questions after reading this support material, then please contact the support team.