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.
- A side panel opens with the survey questions and the answers the customer gave.
Answers colored according to the metric
Each answer to a Multiple choice type question is shown in green or red, depending on whether that 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.