Feedback Overview report

Use the Feedback Overview report for a high level summary of customer participation in your Voice of the Customer practice and for a summary of responses by business objective.

You can use the overview data, reported as a bar chart, to:

Analyze the health of your Voice of the Customer practice to determine how well your surveys are functioning.
Gauge a company, organization or employee against defined business objectives.

In addition to performance values reported as a percentage, you will also see the volume of data collected. The volume of data suggests the significance of the percentages reported.

Calls Handled data is aggregated daily based on the Agent Organization time zone. To view the most accurate survey transfer rate, run the report with Agents Organization Time Zone and a relative date (days, weeks, months).

Report output

The Feedback Overview report contains the following data relative to the selected report parameters:

Data	Description
Participation Metrics	Provide data you can use to analyze the effectiveness of your surveys. Participation metrics indicate how many customers are starting your surveys, completing your surveys, leaving your surveys before completion, and so on.
Count	Total count of the participation metric. For all participation metrics formulas, the count is the denominator. Example: The formula for the Survey Response Rate is Answered Surveys/Issued Surveys. The count is Issued Surveys.
Performance	Bar chart representing the average score percentage for all scale questions associated with the business objective.

Business Objectives	Lists the average for business objectives applicable to the selected organization or employees. Overall Response Score (average score for all business objectives) Individual business objectives
# Responses	Number of questions answered for the business objective.
Performance	Bar chart representing the average score percentage for all scale questions associated with the business objective.
Goals	Displays performance relative to the feedback goals established for the business objective. If no goals have been defined for a business objective, they will not display on the report.

Drill through report options

When your role has the privilege to view Management reports, you can drill through the Performance bar to other reports and see additional information.

Employee Selection Report Parameter	Report Link	Available Drill Through Report
Organization	Participation Metrics bar chart	Participation by Organization report
Organization	Business Objectives bar chart	Response by Organization
Employee Filter	Participation Metrics bar chart	Participation by Employee report
Employee Filter	Business Objectives barchart	Response by Employee report
Run Report for Self	—	(not available)

Sample report