Feedback reports provide insight into feedback ratings provided through your iService Feedback forms. The report finds all interactions within the selected segment that contains values for the feedback properties. 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.
The summary report provides a rating to each of four categories: Speed, Quality, Skills, and Friendliness.
Setup Required
These reports require a feedback form that uses specific interaction properties.
Parameter Selection
As shown in the image below, 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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See Also:
