Customer Feedback Visualization in Interactions
From the interaction detail, supervisors can view the answers the customer gave to the Customer Feedback survey, if the interaction had one associated.
How to view the answers?
- Once inside the interaction, click the Customer feedback button, located next to the Quality button, in the top-right corner. This button only appears if your profile has permission on Quality Models.
- A side panel opens with the survey questions and the answers the customer gave.
The top of the panel shows the Evaluation (survey model), the Client, the Campaign, the answer Date and the Positive and Negative response percentages. Use the Download button, also at the top of the panel, to download the survey as a PDF.
If the customer has not answered the survey yet, the panel shows the message The survey has not been answered yet.
Each answer to a Range or Menu options type question is shown in green or red, depending on whether that value or option was marked as positive or negative when the model was created. Answers to open-ended questions are shown as plain text, without color.
If you have questions about how a survey is built or what it means to mark an option as positive or negative, check out the full Customer Feedback Models guide.