Go to the Feedback menu where you'll be able to;
- Review Quality Feedback: View feedback that has been generated as part of an evaluation or calibration session
- Review General Feedback: View feedback that has been authored by colleagues on more general topics
Clicking on Review quality feedback lands you on the Quality Feedback screen.
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.
The report can be filtered by any date range and a wide range of options
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 un-filter.
Users assigned the permission to delete feedback will see the trash icon enabling them to delete feedback generated in error.