Feedback - Executive Summary
Contents
Feedback reports provide insight into feedback ratings provided through your iService Feedback forms. The report finds all interactions within the selected segment that contact values for the feedback properties specified in the Setup Required section below. It includes an executive summary with aggregated information, and drill-through reports to evaluate each feedback category, agent performance, and a list of the feedback interactions themselves.
Setup Required
These reports required that you have a feedback form that uses specific interaction properties. The interaction properties must be named exactly as shown below. You can modify your feedback forms as desired, but will need to revise the standard reports to reflect the new interaction properties you are capturing.
The setup required for Feedback is described within the blog article "Feedback Makes It Easy To Listen To Your Customers".
Parameter Selection
As shown in the image below, you must select the segment that contains the desired feedback interactions for analysis. This is the segment that contains the submitted feedback interactions, which can be different from the segment that contains the interaction properties.
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Report Example
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