Your Dashboard and Customer Survey Tools – Quick Guide (Agent)

Your Dashboard and Customer Survey Tools – Quick Guide

When you log in, you will be taken directly to your Dashboard, giving you a real-time overview of your results. Below is a breakdown of the key features and tips for using the tool effectively.

Refresh and Track New Responses

• Click Update to see if any new responses have been submitted.

• Under the graphs, you can see:

  • The number of responses that the results are based on.

  • The number of responses at the higher organizational level for the selected period.

• Tip: We recommend at least 30 responses for statistically reliable insights, but you can always analyze individual responses.

Dive Deeper into Customer Surveys

• Go to the Customer Survey menu for detailed analysis.

• Filter by:

  • Time period

  • Specific factors

  • Case types or teams

• Compare results with previous periods:

  • Select Previous Period under Choose Period to, for example, compare this week with last week.

Customer Comments and Feedback

• Click Comments in the top-right corner:

  • Read or listen to customer feedback.

  • Download all displayed comments.

• Perfect for analyzing individual cases and customer experiences.

Survey Distribution and Response Statistics

• Click Response to view:

  • Number of registered contacts

  • Number of surveys sent

  • Number of responses received

  • Response rate (percentage of surveys answered)

NPS Tracking

• If you measure NPS:

  • Follow up on results under the NPS menu.