Echo Surveys for incontact Pro. Reference Manual

Transcription

1 Echo Surveys for incontact Pro Reference Manual

2 Echo Surveys for incontact Pro Reference Manual Title Echo Surveys for incontact Pro Reference Manual Revision Copyright About incontact 2010 incontact, Inc. incontact, Inc. provides the market leading on-demand contact center platform, incontact, to over 500 contact centers across the globe. With its roots in telecommunications and network infrastructure, incontact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The incontact platform has grown from a powerful ACD with skills-based routing, CTI, and IVR with speech recognition, to include an innovative online hiring solution, an elearning and communications application, workforce management functionality, and a customer feedback and survey solution. Because the incontact platform is delivered through a Software-as-a-Service (SaaS) model, incontact customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about incontact, visit Contributors Thanks to our customers for valuable feedback and incontact s dedicated staff. Page 2

3 Table of Contents Table of Contents Introduction... 6 Accessing Echo... 7 Home Page... 8 Navigation Bar Create a Favorite Viewing Reports Administration Reports Admin - Blank a Record Admin - Case Lookup Admin - Create User Admin - Disposition Report Admin - Edit Trigger Lists Admin - Manage Triggers Admin - Modify User Admin - System Usage Admin - View a Survey Case Lookup Admin - Export Data Modify Announcement Queue Accounting Sent and Received with Disposition Page 3

4 Table of Contents Surveys Sent and Received CSR Tools CSR Report Card Recovery Team Trigger Reports Trigger Team Analysis Report Reports Analysis Reports Compare All Comparison Report CSR Ranking Impact vs. Performance Interactive Queue Report Operation Summary Stats SPC Charts Survey Cross Tab Trend Analysis Weekly Summary Report Supervisor Dashboard Coaching Comments Customer Comments Find CSR Report Card Page 4

5 Table of Contents Floor Report Card General Health Ranking Report Satisfaction Distribution Surveys Sent/Received Page 5

6 Introduction Introduction Echo (Every Customer Has Opinions) is a customer satisfaction survey system that includes reports to determine the level of your customers satisfaction. This guide provides step-by-step instructions for using Echo. This guide covers several topics within Echo, from how to access the system to interpreting report information. Note! You may not have access to all the reports listed in this guide. Contact your incontact Client Services Manager for information on accessing specific reports. The benefits of Echo: Echo collects and leverages customer opinion to drive internal change Customers become service evaluators through various survey methods Real-time feedback goes directly to the CSR and affirms or redirects their behavior Easy-to-read leadership reporting provides service analysis that helps the entire company align products, policies, and processes to meet customer needs and requests Detailed information on service breakdowns empowers leadership to plan strategic service recovery initiatives aimed at increasing customer loyalty Page 6

7 Accessing Echo Accessing Echo Echo is a web-based reporting tool, which can be accessed through any browser. It is password protected to ensure authorized and protected access. Your company will have a customized URL for access. See your Customer Service Manager if you do not know your company URL. When you get to the website, the Login page opens (as shown below). You will receive a user name and password specific to your organization. Please contact your administrator if you forget your user name and/or password. Note! Your user name and password are tied to security rights. The rights determine which reports you are able to view. Page 7

8 Home Page Home Page After you have logged in, the Home page opens. This page has five sections: The following table describes the sections for the Echo Home Page: Section Description 1. Tabs The tabs across the top of the page may be customized to access different surveys, areas of Page 8

9 Home Page Section Description business or security functions, as well as other options designated by your company. 2. Navigation Bar The navigation bar contains several links, which allow you to navigate through the Echo reporting site. You can: Send Feedback Create Favorites with the Star Select a report from the drop down list Select Multi-Tab (this will allow you to see more than one tab at a time) Filter reports, customized to meet your business needs Logout 3. User Functions The user functions area of the Home page shows your user name and today's date. From this area, you can also log out, change your password, and set current tabs as your default. 4. Message Area The message area of the page provides a way to communicate with employees. Messages will be visible to users when they login. To add or change a message, go to the Modify Announcement report. Page 9

10 Home Page Section Description 5. Report List The report list displays all standard reports available to an individual user based on their security settings. You can also access these reports from the drop-down menu on the navigation bar. Page 10

11 Navigation Bar Navigation Bar The navigation bar contains several links to navigate the site: With the links on the navigation bar, you can: Navigation Feature Description Select a report All reports can be accessed by clicking the Quick Nav: drop down menu: The same list of reports on the Home page appears in the drop-down menu. This is especially helpful if you want to move from one report to another without returning to the Home page. Note! The Home page link will always be at the top of the list. Create a Favorite Click the star icon to create a Favorite. 1. Go to the page/report you want to designate as a Page 11

12 Navigation Bar Navigation Feature Description Favorite. 2. Click the star icon. The following page opens: 3. Name the Favorite by entering a name in the Name this favorite field. Note! When naming the Favorite, use only letters or numbers. Don't use characters such as & or - in the name. These types of characters may cause the report to work incorrectly. 4. Click Save. After you have created your first Favorite, a Favorites link appears in the navigation bar next to the Favorites drop down list. When you click Favorites, the following page opens for you to manage your Favorites: The Options for Favorites include: Page 12

13 Navigation Bar Navigation Feature Description Changing the Favorite name Opening a Favorite Deleting a Favorite You can also select the date range format for an individual Favorite using the Date Range drop down list. The following formats are available: A Static date range uses the dates selected at the time the favorite was created. A Rolling date range loads a report that uses the current date as the end date but uses the same number of days as when the Favorite was created. Prior Week/Prior Month and Week to Date/Month to Date always use the current date as the reference date. Filter a report The Filter feature allows you to define the results you want included for each report. Page 13

14 Navigation Bar Navigation Feature Description Note! Not all reports support this feature. To Set Filters: 1. Click the Filter link on the Navigation Bar. 2. The following page opens: A table with your selections opens at the top of the Filters page. Reports that support this feature will use only these filters when providing survey results. Reports that support this option will display the filter selections at the top of the selected report when you click Filter. These selections can be changed or removed at any time by clicking clear. Note! If you want to use filters on a regular basis, each time you log in you must set up filters or you can use the Favorites option to save a filter setting. Select the Multi-tab feature The Multi-tab link allows you to select which tabs you want to view at the top of the page. This feature is beneficial if your organization has several tabs, but you want to view only those you work with on a regular basis. Page 14

15 Navigation Bar Navigation Feature Description To set your tabs: 1. Click Multi-tab to see all available tabs. The following page opens: 2. Select the check box associated with the tabs you want to view. 3. Click Select. Note! Clicking all allows you to view all tabs without having to change your multi-tab settings. Logout Click Logout to exit the Echo Reporting site. Page 15

16 Create a Favorite Create a Favorite Click the star icon on the Navigation bar to create a Favorite. 1.Go to the page/report you need to designate as a Favorite. 2.Click the star icon ( ). The Favorites page opens. Page 16

17 Create a Favorite 3.Enter the name that will appear in the favorite picklist in the Name this favorite field. Note! When naming the Favorite, use only letters or numbers. Don't use characters such as & or - in the name. These types of characters may cause the report to work incorrectly. 4.Click the Save button. After you have created your first Favorite, a Favorites link appears in the navigation bar next to the Favorites picklist. To manage your Favorites: 1.Click the Favorites link. Page 17

18 Create a Favorite The Manage Favorites page opens. The Options for Favorites include: Changing the Favorite name Opening a Favorite Deleting a Favorite You can also select the date range format for an individual Favorite using the Date Range drop down list. The following formats are available: A Static date range uses the dates selected at the time the favorite was created. A Rolling date range loads a report that uses the current date as the end date but uses the same number of days as when the Favorite was created. Prior Week/Prior Month and Week to Date/Month to Date always use the current date as the reference date. Page 18

19 Viewing Reports Viewing Reports There are two ways to access reports: From the list on the Home page From the Quick Nav: drop down menu Home Page: Quick Nav: drop down menu: Page 19

20 Viewing Reports The following standard reports are available in Echo: Report Type Reports Administration Admin - Blank a Record Admin - Case Lookup Admin - Create User Admin - Disposition Report Admin - Edit Trigger Lists Admin - Manage Triggers Admin - Modify User Admin - System Usage Admin - View a Survey Case Lookup Export Data Modify Announcement Queue Accounting Sent and Received with Disposition Surveys Sent and Received Page 20

21 Viewing Reports Report Type Reports CSR Tools CSR Report Card (CSR Only) Recovery Team Trigger Reports Trigger Team Analysis Reports Reports Analysis Report Compare All Comparison Report CSR Ranking Impact vs. Performance Interactive Queue Report Operation Summary Stats Operational Summary SPC Charts Survey Cross Tab Trend Analysis Weekly Summary Supervisor Dashboard Sup - Absolute Score Report Sup - Agent Satisfaction Report Page 21

22 Viewing Reports Report Type Reports Sup - Coaching Comments Sup - Customer Comments Sup - Find CSR Report Card Sup - Floor Report Sup - General Health Report Sup - Metric Satisfaction Report Sup - Ranking Report Sup - Satisfaction Distribution Sup - Sent Received Report Page 22

23 Administration Reports Administration Reports This section describes the following reports: Admin - Blank a Record Admin - Case Lookup Admin - Create User Admin - Disposition Report Admin - Edit Trigger Lists Admin - Manage Triggers Admin - Modify User Admin - System Usage Admin - View a Survey Case Lookup Export Data Modify Announcement Queue Accounting Sent and Received with Disposition Surveys Sent and Received Page 23

24 Admin - Blank a Record Admin - Blank a Record The Admin - Blank a Record report removes a CSR/Supervisor name from a survey. Use this report if you determine that a CSR was not responsible for the customer feedback associated with them. For example, either the data is for a different CSR or the situation was outside of their control. This report removes the customer feedback from the CSR Report Card but keeps it within summarized reports (such as Interactive Queue, Weekly Summary, etc.). To Generate the Admin - Blank a Record Report: 1.From the Home page, click Administration > Admin - Blank a Record. Page 24

25 Admin - Blank a Record The following page opens: To Remove a Name: 1.Enter the ID number associated with the survey you want to remove. The ID number is found on the Customer Comments report. 2.The Admin-Blank a Record report defaults to removing the record from the CSR, supervisor, and manager. You can also select to Exclude the entire record. Select or deselect these options as appropriate. 3.Click Go! Page 25

26 Admin - Blank a Record A confirmation message will be displayed to verify that you want to remove a CSR/Supervisor from the survey: 4.Click OK to remove the name from the survey. Note! Click the Back button on your browser or click Home to remove the record. After Echo has removed the name from a survey, a second confirmation message will be displayed: Page 26

27 Admin - Case Lookup Admin - Case Lookup The Admin - Case Lookup report displays information about a specific case/survey. 1.From the Home page, click Administration >Admin - Case Lookup. The following page opens: 2.To search for a survey, enter one of the following: The Message/Survey ID number (the Survey ID number is found in the survey detail), the Case ID (the Case ID is found in the survey detail), or the Recipient Phone Number (or Address). 3.Click the Submit button. Page 27

28 Admin - Case Lookup The Case Lookup results page opens: After locating the survey you want to view, click see detail. The survey detail page opens, and shows: Case ID Survey Details Questions that were asked to the customer and the customer s answers An option to view the report in Microsoft Word Note! This report may also be accessed from the Supervisor Dashboard > Find CSR Report Card. If this survey contains a trigger and was worked through the trigger process, click See Trigger. Page 28

29 Admin - Create User Admin - Create User The Admin - Create User report adds a user to the Echo reporting system. This report is very similar to the Modify User report. Note! New CSRs are added automatically to the reporting site (user name and password) when a completed survey is received. 1.From the Home page, click Administration > Admin - Create User. The following page opens: Page 29

30 Admin - Create User 2.Select the Copy Settings of: checkbox when you want to copy (to a new user) settings that currently exist. This checkbox has two fields: The first one is a drop down list that is used to select a user profile that currently exists. The checkbox next to it is a search field. You can use either method to find a user profile that currently exists. 3.Select the If the user I m copying changes, automatically update this account as well checkbox if you want to keep the new user updated with the changes of the user profile you are copying: 4.Enter the New User Name. 5.Enter an optional Login Name to allow CSRs to access the system by either their User Name or their Login Name. This is helpful for CSRs who are accustomed to entering a user ID number in the system, but want to have their name displayed on the page and on reports. 6.Enter a New User Password. 7.Re-enter the password in the Repeat New User Password field. 8.Select one of the following: Page 30

31 Admin - Create User If You copied over a user profile Then All of the settings will be copied over to the new user. You do not need to select the reports you want them to see. Click the Submit button. You did not copy a user profile Continue to the next step. 9.Select the user s role from the User Role drop down list. 10.Select the Menu options for the new user. If you want all of the menu options available or none of the menu options available, click all or none from the New User s Menu options, or click the check boxes that correspond to the reports you want this user to access. 11.Select the new user s tab access by clicking either all or none or by clicking the check boxes next to the names of the tabs you want this user to access. Note! If you want to add or delete a report at a later time, you can go to the Admin - Modify User page to edit user settings. 12.Click the Submit button. After clicking Submit, a confirmation page opens, confirming the new user was added. Page 31

32 Admin - Disposition Report Admin - Disposition Report The Disposition report shows why customers were excluded from receiving a survey, or why they did not complete a survey. The exclusion criteria are established by each customer. 1.From the Home page, click Administration > Admin - Disposition Report. The following page opens: 2.Select the Tab(s) or Queue. 3.Using the From: and To: fields, select the date range for this report. 4.Click Go! The following report is generated according to your selections: Page 32

33 Admin - Disposition Report On the left of the report, the criteria is listed. For an survey there may be exclusion rules put in place such as not surveying the same address twice in 30 days. The Disposition report for a phone survey will show the reasons for a survey not being completed. For example, if the customer gave an incomplete phone number, or an answering machine was reached instead of a live customer. The bars in the report show the number of surveys not sent or not completed for each criteria. 5.Click a bar to display a detailed line chart showing a daily breakdown of the number of surveys not sent due to that criterion: Page 33

34 Admin - Disposition Report Note! This information may be exported to Microsoft Excel by clicking the Excel icon next to the report. Page 34

35 Admin - Edit Trigger Lists Admin - Edit Trigger Lists The Edit Trigger Lists report is used to add and remove items from picklists available in the Trigger Report. 1.From the Home page, click Administration > Admin - Edit Trigger Lists. The following page opens: 2.From the List: box, select the picklist that you need to modify. The current picklist choices display in the Options: list. Perform one of the following: If you need to Add a list item Then 1.Enter the new item(s) into the Change: list. Page 35

36 Admin - Edit Trigger Lists If you need to Then 2.Click the Add button. Remove a list item 1.Select the item in the Options: list. The item will appear in the Changes: list. 2.Click the Remove button. Page 36

37 Admin - Manage Triggers Admin - Manage Triggers The Manage Triggers report is used to set up new triggers or check expected trigger volume for the past 30 days of information (30 days is the default). A trigger is a business rule or functionality that triggers something else. 1.From the Home page or the drop down menu, click Administration > Admin - Manage Triggers. The following page opens: 2.From the Show Triggers in: box, select the queue that contains the triggers you want to view. Note! If you want to see more than the default 30 days for a survey, click the More Queues check box. To view the estimated trigger volume while you are viewing triggers, click the Estimate Trigger Volume check box. Page 37

38 Admin - Manage Triggers 3.Click Submit to view the Current Trigger page. The Current Triggers page opens and displays the triggers that are already configured: This page has the following columns of data: Column Description Copy a trigger. Link a new trigger to this one. Page 38

39 Admin - Manage Triggers Column Description When you no longer want to use a specific trigger, delete it. Trigger ID The ID number associated with the trigger. Queue Name The name of the queue the question belongs to. Question Text This column displays the question the customer was asked. Answer This column displays the customer s answer. Category This column lists the category for the question that was asked. Page 39

40 Admin - Manage Triggers To Add a New Trigger: 1.Go to the Home page. Click Admin - Manage Triggers. 2.Click Add a New Trigger from the Current Triggers page. When you click Add a New Trigger in the Current Triggers page, the Create a New Trigger page opens: 3.Select the survey containing the trigger question from the drop-down menu. 4.Click Submit. Page 40

41 Admin - Manage Triggers The following page opens: 5.Select a question from the drop down list. 6.Click Submit. The following page opens: 7.From the Choose this answer: box, select any entry (entries) you want to trigger within the survey. This will indicate what shows up on the Trigger Report. Note! If you want to select more than one answer option, use the CTRL key on your keyboard. Page 41

42 Admin - Manage Triggers 8.Click Submit. The following page opens: 9.Select a category from the drop down list, or click the button to create a new category of triggers. The category is an indication of what the trigger is about. For example, dissatisfied as shown on the screen above, means that the trigger was set up for the Dissatisfied answer on this particular question. If you set up triggers for many surveys and many questions, the category option lets you pull only certain types of triggers in the Trigger report. 10.Click Submit. Page 42

43 Admin - Manage Triggers The following page opens: 11.Select the queue you want this trigger to be in. (Shown above next to the green check mark). 12.Click Submit. Page 43

44 Admin - Manage Triggers The following page opens: This page shows the questions (metrics) for the selected queue. If you want to look at another survey, select it in the box, and click Submit to view the triggers for this report. Page 44

45 Admin - Modify User Admin - Modify User The Admin - Modify User report is used to change the following settings for an existing user: Add or remove access rights to new reports Change security levels Reset passwords 1.From the Home page, click Administration > Admin - Modify User. The following page opens: 2.Select the first letter of the user name for whose settings you are modifying by either clicking the letter of their first name, selecting the Page 45

46 Admin - Modify User name from the picklist or typing their first name in the blank field next to the magnifying glass ( ). 3.Click Submit. The following page opens: Page 46

47 Admin - Modify User Note! This page is used to change settings for the user you selected. All fields on this page can be updated. 4.The User Name field displays the name of the user whose settings you are modifying. Enter user name changes in this field. 5.The Login Name field is an optional field. Entering a Login Name allows CSRs to access the system by either their User Name or their Login Name. This is helpful for CSRs who are accustomed to entering a user ID number in the system, but want to have their name displayed on the page and on reports. 6.The Password field displays the user s current password, and can be changed by either typing a new password or clicking RESET PASSWORD. This link generates a new, random password. 7.The Account Disabled drop down menu defaults to No. If you need to stop a user from accessing Echo, select Yes. The user will no longer be able to log in to Echo. 8.To copy the settings of another user, click the Copy Settings of: check box. Use the drop down menu to find the user you want to copy or type their user name in the blank field next to the icon. Note! If you copy the settings of another user, you do not need to select any other settings on this page. All of the settings will be changed to match the user being copied. 9.Click the If the user I m copying changes, automatically update this account as well check box if you want the settings for the current user to be updated at the same time the account that is being copied is updated. Page 47

48 Admin - Modify User 10.If you are not copying another account, select the Menu Options you want this user to access. You can select individual menu options, or you can select all or none. Note! CSRs have access to the CSR Report Card only. Supervisors have access to: Supervisor Dashboard Interactive Queue Weekly Summary 11.Select the Tab Access you want for this user. You can select individual tabs, or you can select all, or none. 12.From the Type drop down list, select the type of user this will be: Admin, Supervisor or CSR 13.After you have made the modifications for this user, click the CHANGE button at the bottom of the page. Your changes will be saved. Page 48

49 Admin - System Usage Admin - System Usage The Admin - System Usage report shows the number of times a user has accessed the reporting system and the last time they logged in. 1.From the Home page, click Administration > Admin - System Usage. The following page opens: The System Usage report displays a line chart showing total system usage for 30 days. Page 49

50 Admin - System Usage To view which type of user is accessing the site the Show results... section, there are four options to select: By User: shows individual users who have signed into the Echo reporting site By Supervisor: shows the number of supervisors who have signed into the Echo reporting site By Manager: shows the number of managers who have signed into the Echo reporting site By Department: shows the number of individuals who have signed into the Echo reporting site, organized by department The system automatically defaults to the past two days. You can enter a different date range by using the From: and To: date fields, or you can click the calendar ( ) icon to select dates. Click the Show Report button. Page 50

51 Admin - System Usage The following report opens: The line chart at the top of the page remains the same as on the previous page. For this example, the bar chart at the bottom of the report shows the usage by the group designated in the previous steps. There are two charts displayed: Total Logins Unique Groups Page 51

52 Admin - System Usage Each chart has two bars, the light blue bar represents the number of logins for that group (i.e., thirty-two logins for Admin) the dark blue bar represents the number of individual users logging in (i.e., one Administrator). This indicates that one administrator has logged into the Echo thirty-two times during a two-day period. Page 52

53 Admin - View a Survey Admin - View a Survey The Admin -View a Survey report allows you to see the actual survey your customers are taking. It also shows the skip logic used for each question. 1.From the Home page, click Administration > Admin - View a Survey. The following page opens: 1.Select a survey by clicking the drop-down menu and selecting the survey or, enter the Echo survey ID number.note! Click Show old queues to include queues that are older than 30 days. 2.Click the Submit button. The following page opens: Page 53

54 Admin - View a Survey The page shows the Skip Logic. Skip Logic is the path a customer will take through the survey based on answers to questions. Looking at the examples above, notice that if a customer selects Yes in question 1, their next question will be question 2; If they choose, No, their next question will be question 7. Page 54

55 Case Lookup Case Lookup The Case Lookup report displays information about a specific case/survey. 1.From the Home page, click Administration > Case Lookup. The following page opens: 2.To search for a survey, enter one of the following: The Message/Survey ID number (the Survey ID number is found in the survey detail) The Case ID (the Case ID is found in the survey detail) The Recipient Phone Number (or Address) 3.Click the Submit button. Page 55

56 Case Lookup The Case Lookup results page opens: After locating the survey you want to view, click see detail. The survey detail page opens, and shows: Case ID Survey Details Questions that were asked to the customer and the customer s answers An option to view the report in Microsoft Word Note! This report may also be accessed from the Supervisor Dashboard > CSR Report Card. If this survey contains a trigger and was worked through the trigger process, click See Trigger. Page 56

57 Admin - Export Data Admin - Export Data The Export Data report is used to view or extract raw data from the Echo reporting site to another application. 1.From the Home page, click Administration > Export Data. The following page opens: 2.In the Export Data section select the survey(s), specific CSR(s) or Supervisor(s) you need to export. Hold the CTRL ley to make multiple Page 57

58 Admin - Export Data selections. Click the all link to select everything listed in that category. Click the clear link to remove selections you made in the Queue, CSR or Supervisor lists. Note! If the queue you are looking for has not generated data for 31 days or more, click the More queues check box to view more surveys. 3.If needed, enter the search text in the Response contains field. If this field is left blank. all records will be exported. 4.Select the Sort by question number check box to have the questions appear in the order they were asked in the survey. By default, the export lists questions in alphabetical order. 5.Select the Include trigger data check box to see trigger data, as well as survey detail exports 6.If there is a timeout limitation with your system, select the Generate export data in multiple passes check box and the use the smallest increments possible check box. This will change the screen as the export is created to let your system know that the page is active and should restart the clock for timeouts. Echo itself does not have a timeout limitation. 7.Using the From: and To: boxes, enter the date range you want for this report. 8.Click the Go! button. The following page opens: Page 58

59 Admin - Export Data The Export Data page contains the directions for exporting the data to an Excel spreadsheet or a comma delimited text file. There are two ways to export data to an Excel format or text only format: Click the desired icon (Excel or text as circled above). The data will appear in a separate window. Right click the icon and select Save Target As Page 59

60 Modify Announcement Modify Announcement This link is used to modify the message that will be displayed on the Home page for all users to see. 1.From the Home page, click Administration > Modify Announcement. The following page opens: 2.Select the radio button to make the announcement specific to the tab you are in, or for all the users in the system. 3.In the Enter Your Announcement Below box, enter the announcement you want displayed on the Home page. For this example, Welcome to the Echo Demo Reporting Site!. Note! When you are ready to delete an announcement, click the click here to delete existing announcements on these tabs or click here to delete existing general announcements link. All announcements are Page 60

61 Modify Announcement deleted immediately. Multiple messages will display if previous messages are not deleted. 4.Click the Go! button. When users go to the Home page, they will see the message you entered: Page 61

62 Queue Accounting Queue Accounting The Queue Accounting report shows statistics for a month-long date range. The statistics show information for the Total Queue Count, and Total MTD (Month to Date) Volume. 1.From the Home page, click Administration > Queue Accounting. The following page opens: This report shows the Business Unit Queue Date Volume for two numbers: Total Queue Count Page 62

63 Queue Accounting Total MTD Volume Note! When you click, an Excel spreadsheet opens with the information that was generated for the report. If you do not want data for the current month, you can select a new month in the Choose month: field. If you need to see a report that shows surveys received by CSRs: 1.Click the Show surveys received by CSRs instead (Only when they have at least [ ] surveys) check box. 2.Enter a number in the blank box. 3.Click the Recalculate Volumes button. Page 63

64 Queue Accounting The following report opens: This report shows the CSR Name (or their Login ID), and the number of Surveys they received. Note! When you click the Excel icon, the data will open in an Excel spreadsheet. To get back to the main report, click the Back button on your browser. Page 64

65 Queue Accounting To recalculate volumes, click Recalculate Volumes. A new report will be generated. Page 65

66 Sent and Received with Disposition Sent and Received with Disposition The Surveys Sent and Received with Disposition report shows the number of surveys that were attempted (outbound calls made to a customer) along with information about the number of surveys which were completed and the number of surveys that are incomplete. Note! This report is for IVR surveys only. 1.From the home page, click Administration > Sent and Received with Disposition. The following page opens: Page 66

67 Sent and Received with Disposition 2.Click the Limit only to this queue check box and select the queue from the drop down list to limit the survey to only one queue. 3.Using the From and To fields, select a date range. 4.Click the Show Total Only to show the sum of all surveys in the date range. 5.Click the Submit button. The following page opens: 6.Click the bar associated with the completed surveys to list the surveys individually: Page 67

68 Sent and Received with Disposition 7.Click a number in the ID column to display a survey: Page 68

69 Sent and Received with Disposition If the Show Totals Only checkbox was selected, the graph displays as the following: Page 69

70 Surveys Sent and Received Surveys Sent and Received The Surveys Sent and Received report shows the number of surveys that were sent and received within the selected date range. This report is used primarily by survey customers. Note! This report is similar to the Surveys Sent/Received report on the Supervisor Dashboard. The report in the Supervisor Dashboard shows the number of surveys sent per CSR or for another selected option. 1.From the Home page, click Administration > Surveys Sent and Received. The following page opens: 2.From the For this Survey list, select the survey you want included in this report. If you want to include all of the surveys for the report, click all. All surveys will be included in this report. Page 70

71 Surveys Sent and Received 3.Click the More queues check box to view results by Queue. 4.Use the From: and To: fields to select a date range. 5.Click the Show Results by Queue (limit 5) check box to show results by queue. 6.Click the Count received by day independent of what was sent check box to include the number of survey invitations sent for a given day and the number of survey results returned for that same day, not limited to what was sent. 7.Click the Submit button. Page 71

72 Surveys Sent and Received The following page opens according to your selections: The green bar represents the number of surveys sent. The purple bar represents the number of surveys completed and received back from customers. When you click a purple bar (received surveys), Echo drills down to the list of surveys received on that day (as shown below): Note! For surveys, the numbers may change depending on the timing for when surveys were sent, completed, and returned. Page 72

73 Surveys Sent and Received When you click a link in the ID column, the following page opens that shows the survey questions that were answered by the customer: Page 73

74 Surveys Sent and Received Page 74

75 CSR Tools CSR Tools The CSR Tools section provides the following report: CSR Report Card Page 75

76 CSR Report Card CSR Report Card The CSR Report Card shows how an individual CSR is performing. It provides CSR information for their customer feedback scores. You can drill down to look at specific survey responses and compare them to other CSRs in their team. 1.On the Home Page, click CSR Tools > CSR Report Card (CSR Only). The following page displays: 2.Using the Date Range fields, enter a date range for the report. The default date range is 30 days. Page 76

77 CSR Report Card 3.Select the Metric to view for the report. 4.Select the Secondary report type to display from the picklist. 5.Select a Survey or surveys. 6.Select a team. 7.Click the Apply Options button. The following report opens: Page 77

78 CSR Report Card The Report Output is divided into two sections. The top half provides an aggregate of the agents satisfaction scores. The bottom half displays the content associated with the value selected in the Secondary Report Type parameter. This part of the report auto populates to show satisfaction scores for a 31 day period. The default metric shown is the score for Overall satisfaction. A question for Overall satisfaction would be a question like, Overall, how satisfied were you with this experience? From this report, you can see: Column Description Top 2 Boxes The percentage of the CSR s customers who rated the agent as a 4 or a 5 on a 5-point scale. Percent Very Satisfied Score The percentage of a CSR s customers who rated them as 5 on a 5 point scale. Percent Satisfied Score The percentage of a CSR s customers who rated them as 4 on a 5 point scale. Percent Neutral Score The percentage of a CSR s customers who rated them as 3 on a 5 point scale. Percent Dissatisfied Score The percentage of a CSR s customers who rated them as 2 on a 5 point scale. Percent Very The percentage of a CSR s customers who rated Page 78

79 CSR Report Card Column Description Dissatisfied Score them as 1 on a 5 point scale. Absolute Satisfaction Score This score is the average score the CSR received. It takes the point value for each response (1-5) multiplied by the number of customers who gave this response. These numbers are added together and then divided by the total number of surveys. Percent Resolved The percentage of a CSR s customers who indicated that their issue was resolved. (Requires that a resolved question be asked in the survey). Number of Surveys The number of surveys used to determine this information. The secondary reports include: Option Description Survey Detail This report lists the surveys completed by the CSR during the selected date range. This report displays the Message ID of the survey and the date of the CSR interaction. Clicking the Message ID will display more detail survey information. Page 79

80 CSR Report Card Option Description Survey Comments This report displays the surveys where a customer left comments. An example of a survey question might be, If there is one thing our representative could have done to better serve you, what would it be? The CSR can click on the Message ID of the survey and then click Play Recording for phone surveys at the end of the survey to hear the customer comments. For surveys, the customer comments are displayed in italic font. Summary Charts This report graphically displays the results of questions from the survey. The results can be exported to an Excel spreadsheet. Compared to Queue This report allows the CSR to see how their scores compare to other CSR s who had the same survey completed for them. The CSR can compare himself/herself to other CSR s Top Box, Bottom Box or Percent Satisfied scores. Once the graph is displayed, you can click on the bars to see the number of surveys completed. The Queue Overall bar includes all other CSR s who had the same survey completed. Compared to Team This is the same report as the Compared to Queue report. The difference is that this report provides data for a CSR to see how they compare to other CSR s in their team. Coaching Comments This report is used if you have someone looking at dissatisfied comments and that person provides Page 80

81 CSR Report Card Option Description feedback (coaching comments) to CSRs with suggestions on what the CSR might have done differently to increase satisfaction. Note! This field requires the use of the Trigger report. Print Health Report This report prints information that is available on several reports. It shows several weeks of information on satisfaction scores, customer comments, and the overall results for the selected date range. Note! A Print pop-up page opens before the report displays so the CSR can print the information. Recalculate Scores Use this report if you change the date range or Report this Score option and want to recalculate the data with the changed information. Selecting a different metric and clicking the Recalculate Scores option shows the Overall metric scores at the top of the report card and the other metric scores as well. Note! To properly recalculate scores, do not select a Queue. Recalculate with Uncontrollable This option recalculates the CSR s performance scores after including any surveys which have been determined (through the Trigger report review process) to have been out of the CSR's control. Usually, this would be a situation where a CSR has a score for an unsatisfied customer but the customer indicates their dissatisfaction is not the result of anything the CSR did. Uncontrollable cases are designated through the Trigger Reports. Page 81

82 CSR Report Card Option Description Recalculate Only Complete This report allows you to recalculate scores using only information on completed surveys i.e., the customer answered all questions. Page 82

83 Recovery Team Recovery Team The following reports are described in this section: Trigger Reports Trigger Team Analysis Report Page 83

84 Trigger Reports Trigger Reports Trigger reports are used to manage survey responses that need special attention and follow-up. 1.From the Home page, click Recovery Team > Trigger Reports. The following page opens: Page 84

85 Trigger Reports There are two buttons at the top of the page: Button Description Multi Sort When you click the Multi Sort button, you can sort the results by more than one column at once (such as by queue first and by CSR name). Search Opens a new page that allows you to search for specific text ( surveys only). 2.Using the From: field and To: fields, select a date range. 3.In the boxes, select the options for your report; Supervisors, or Managers, or Queues, and Triggers (Optional). 4.Enter an [N] value, or the number of surveys to view, for a random sampling of surveys. 5.Click the Update button. Scroll down to view the following items, according to your selections: Page 85

86 Trigger Reports The cases in blue are the most recent, and may not need urgent attention. The red cases are shown in red, and may need to be addressed before the blue cases. The Received? column will populate with the initials of the person working the trigger if someone else is already working something on this list. The completion date is the date of the interaction with the customer. The Overall Sat and Agent sat responses display. The Trigger Category column shows the label being useful for clients who have multiple triggers set up. When a trigger is currently open and being viewed or worked by another Echo user, the In Use field will have Yes (clear) in the column. This will stop multiple users from working the same trigger at the same time. This field can be cleared by clicking the (clear) link. 6.Click the Message ID to open the needed survey. Page 86

87 Trigger Reports This page shows the survey. It includes a form to enter coaching comments that the trigger team member can complete after they analyze the situation. The survey response that caused this case to be triggered is displayed in red. After reviewing the survey, scroll down to complete the Coaching Comments form. Note, the Coaching Comments form may be customized for your company. See Edit Triggers List for information on customizing picklists in the Trigger Report. Page 87

88 Trigger Reports The table below describes the fields in the Triggers Report: Field Description Controllability Determine whether or not the event was controllable by the CSR and select from the drop down menu either Controllable or Uncontrollable. Agent Response Error If the CSR provided an inappropriate response, select the best description for the response, or the recommended response from the drop-down menu. Page 88

89 Trigger Reports Field Description Responsible Party/ Department Select the appropriate department to take ownership for the trigger report and response to the customer. If known, enter the individual's name who will be handling the trigger report. Reason Select the primary reason the survey was triggered. If more information is required to explain this call, use the Other Explanation box to enter further clarification. Received Select Yes if you are going to own / work this trigger. This prevents more than one trigger team member from working the same trigger. Leave it as No if you looked at the survey but are not going to be the person owning it (i.e., working on the trigger). Received By Select your name from the drop-down list or enter your name if you answered Yes for Received. This means that you own and will be working on this trigger. Resolved Select Yes if you reviewed the triggered situation and were ready to mark it as complete. Leave it set to No if you are still working on it. Resolved By Select your name from the drop-down list or enter your name if you answered Yes to Resolved. Page 89

90 Trigger Reports Field Description This means that you will be resolving this trigger. Coaching Comments These comments go to the CSR to help them learn how to deal with a similar issue if it occurs in the future (Optional). Suggested Resources This list is a company specific list of resources that the CSR can refer to as learning aids to help them if this issue comes up again in the future. To assign a resource, select the corresponding box. Action Taken Select from the drop-down menu how the action was resolved with the customer. If the customer was not contacted, select the reason for no contact, or enter the reason if it does not appear in the drop-down menu. Save Team Action Enter the action taken when working on the trigger. For example, if someone called the customer to resolve the issue. Whatever action the person resolving the trigger took to resolve the issue should be documented in this field. 7.After you have entered the appropriate data, click the Submit Resolved Trigger button. Page 90

91 Trigger Reports The following page opens: 8.Select whether or not to resurvey the customer. 9.Enter an alternate to send the survey to if not the original survey address. 10.Click the Continue button. The following page opens: Page 91

92 Trigger Reports This page allows you to generate another report using the new filters at the top of the page. Page 92

93 Trigger Team Analysis Report Trigger Team Analysis Report The purpose of the report is to provide performance and trend information on the surveys and agents that had or worked triggered surveys. 1.From the Home page, click Recovery Team > Trigger Team Analysis Report. The following page opens: 2.Select the graph from the picklist. 3.Use the From: and To: fields to select a date range. 4.From the By queue list, select a queue from the list. If you would like to see more queues (surveys), click the More queues check box. 5.Select the CSR who resolved the trigger, or leave All to see all cases. Page 93

94 Trigger Team Analysis Report 6.Click the Load Graph button. The report will open dependant on the selected criteria. Action Taken Pie Chart (By queue) These graphs show the breakdown of each category of action taken. The first graph shows the actions taken for trigger cases that were originally dissatisfied. The second graph shows the same information for all other cases. Area Left Pie Chart Right Pie Chart Description Action Taken Dissatisfied (Also Originally Dissatisfied with Overall) Action Taken Satisfied (Also All Original Reasons) 1st color (purple) Phone (Shows N, and %) Page 94

95 Trigger Team Analysis Report Area Description 2nd color (green) (Shows N, and %) 3rd color (yellow) Not contacted (Shows N, and %) Bravo satisfaction by reply type (By survey) This chart shows the satisfaction responses to the Bravo survey for people who were originally not resolved or dissatisfied. Area Left graph Right graph Left side scale Bottom scale Previously Dissatisfied Previously not Resolved Number of surveys Description Answer option scale (Very Satisfied, Satisfied, Neutral, Dissatisfied, Very Dissatisfied) Page 95

96 Trigger Team Analysis Report Area Description 1st color (purple) 2nd color (green) Phone Bravo Survey (By survey) These graphs show how the BRAVO survey has changed a customer's satisfaction. The first shows the overall satisfaction of the customers who were originally dissatisfied. The second chart shows the overall satisfaction of the customers who's original case was not resolved. The last chart shows the breakdown of satisfaction before and after the BRAVO survey. Dissatisfied with Re-survey (By survey) This Report shows the case detail on those people who were dissatisfied with the follow-up survey. Ending Inventory by Age (By queue) This chart shows the cumulative number of unresolved trigger cases per day. It divides the count of cases by the age of the case - showing how old each portion of the total inventory is. This graph ignores the 'only for this CSR' choice. Page 96

97 Trigger Team Analysis Report Area Description Left side scale Bottom scale 1st color (green) 2nd color (purple) 3rd color (yellow) 4th color (red) Number of surveys Date of report and N New cases Cases 1-3 months old Cases 4-5 months old Cases Over 5 months old Page 97

98 Trigger Team Analysis Report Resolved but no Re-survey (By queue) This report shows those cases listed as 'resolved' but that do not have an entry corresponding to a follow-up survey. Service Level Report This chart shows both the number of resolved trigger cases that did not involve contacting the customer and the number that did. Of those that did not involve re-contact you can see how old the case was at the time it was resolved. The cases that did require re-contact are also divided into age categories. Page 98

99 Trigger Team Analysis Report Area Description Left side scale Bottom scale Number of surveys Time before contact 1st color (green) 2nd color (purple) 3rd color (yellow) 4th color (red) 24 hours hours Over 72 hours Contacted Page 99

100 Trigger Team Analysis Report Trigger Receipts vs. Productivity (By queue) This chart shows the number of trigger cases that came in on a given day (or week) and how many of them are either worked (resolved) or not worked (still open). Area Description Left side scale Bottom scale 1st color (green) 2nd color (purple) Number of surveys Date Count not Worked Count Worked Page 100

101 Trigger Team Analysis Report Trigger Resolution Data by CSR (By queue) This report shows various statistics on how many trigger cases are being worked by your trigger team. Area Description Left side scale Bottom scale 1st color (green) 2nd color (purple) 3rd color (yellow) 4th color (red) Number of Cases CSR Name Cases Received Cases Resolved Re-survey Invitations Sent Re-surveys Received Page 101

102 Trigger Team Analysis Report Trigger Volume (By queue) This chart shows the percentage of total volume per day (or week) that result in trigger cases. The trigger cases are divided into triggers due to customer dissatisfaction and all others. This graph ignores the 'only for this CSR' choice. Area Left side scale Bottom scale 1st color (green) 2nd color (purple) Description Percent of total volume Date and N (number of s) Percent Dissatisfied Triggers Percent Other Triggers Page 102

103 Trigger Team Analysis Report Trigger Volume (by trigger category) This chart shows the percentage of total volume per day (or week) that result in trigger cases. The trigger cases are divided into their respective categories. This graph ignores the 'only for this CSR' choice. Area Left side scale Bottom scale 1st color (green) 2nd color (purple) 3rd color (yellow) 4th color (red) 5th color (blue) Description Percent of total volume Date and N (number of s) Percent Dissatisfied Percent Knowledge Dissatisfaction Percent Overall Very Dissatisfied Percent Recommend Percent Resolution Trigger Page 103

104 Trigger Team Analysis Report Triggers by CSR/Supervisor (Excel Only - By queue) This report shows how many trigger cases each CSR and Supervisor received in a given time period. Columns of data include: CSR Name, Supervisor, Number of Surveys, Number of Triggered Surveys, Number of Triggers, Percentage of Surveys that Contain Triggers, Percentage of Triggers Marked as Controllable, Percentage of Triggers Marked as Uncontrollable. Page 104

105 Reports Reports The following reports are described in this section: Analysis Report Compare All Comparison Report CSR Ranking Impact vs. Performance Interactive Queue Report Operation Summary Stats Operational Summary SPC Charts Survey Cross Tab Trend Analysis Weekly Summary Page 105

106 Analysis Reports Analysis Reports The Analysis Reports section provides a series of reports available for you to assess your individual CSRs, your contact center, and your customer satisfaction levels. 1.From the Home page, click Reports > Analysis Report. The following page opens: 2.From the Choose a Graph drop down menu, select one of several reports available. See the available graphs below. 3.In the From: and To: fields, enter a date range for the report. 4.Select a Queue. 5.Select a CSR from the drop down list (when applicable). 6.Select a Trigger to be included in the report (leave blank for all triggers). Page 106

107 Analysis Reports 7.Click the Load Graph button. A page will open with the graph you selected. Note! You can export any of the Analysis Reports to Excel by clicking the bottom left of the chart. at Agent Response Error Count: The Response Error Count report shows the count of the 'response error' options selected by the trigger team: Page 107

108 Analysis Reports Controllable vs. Uncontrollable Trend: This report shows the ongoing trend between controllable and uncontrollable trigger cases. The bars represent the percentage of the total number of triggers that day that fall into the various categories: Page 108

109 Analysis Reports Frequency of Multiple Contacts This report shows the number of times a customer using a distinct address has contacted you over a given time period: Page 109

110 Analysis Reports Impact of Excluded Cases This chart compares the satisfaction score for the queues selected. The left chart excludes those cases that have been flagged as 'excluded' - the right hand chart includes all cases, regardless of their status: Page 110

111 Analysis Reports Operation Summary Stats This report compares the General Survey Results compared with Measures by Queue: Percent Controllable Cases This report tracks the percentage of cases categorized as controllable out of all cases categorized by the trigger team: Page 111

112 Analysis Reports Reason Over Time This chart tracks the percentage of cases categorized as controllable out of all cases categorized by the trigger team: Page 112

113 Analysis Reports Responsible Party Over Time This chart shows the number of times each Responsible Party option was selected by the trigger team. Responsible Party typically describes the Department that contributed to the customer dissatisfaction. These are specific to your company and are available as drop downs on the Trigger Reports. Page 113

114 Analysis Reports Responsible Party*Reason Frequency This chart correlates/combines the fields of the 'Responsible Party and Primary Driver options selected by the trigger team. This allows you to drill down and see what causes are dissatisfaction are caused by what departments. Page 114

115 Analysis Reports Satisfaction and Ultimate Satisfaction This chart shows the percentage of people who answered each of the various options of the overall satisfaction question in the first bar. The second bar uses the post-trigger-team satisfaction instead of their original satisfaction: Page 115

116 Analysis Reports Satisfaction Percentage -Overall Satisfaction This chart shows the percentage of people who answered each of the various options of the overall satisfaction question: Page 116

117 Compare All Compare All The Compare All report is used to compare specific selections to each other based on the same metric. For example, this report can be used to compare different locations. 1.From the Home page, click Reports > Compare All. The following page opens: Page 117

118 Compare All 2.Under the Compare section, select what you want to compare. For example, you can compare multiple supervisors, multiple queues, or any combination of the available options. The options you see on your reporting site will not likely match the options in the screen shot above. The Compare section normally matches the information you have set up as filters. 3.Under the For section, select the Metric (more than one metric may be selected by pressing the CTRL key on your keyboard. This will result in several graphs, one for each selected metric). A Metric is the name/title assigned to a survey question. 4.Select the date range in the From: and To: fields. (The default is 31 days). 5.Click the Go! button. Page 118

119 Compare All The following page opens according to your selections: The report shows you the results of the metric criteria you selected. Each group is represented by a separate color and the percentage for each. At the bottom of the report, the group selections are shown as well as the color code key. Note! This report can be exported to Excel by clicking the Excel icon. Page 119

120 Comparison Report Comparison Report The Comparison Report is used to look at different groups within your company. This report allows you to compare up to three groups. 1.From the Home page, click Reports > Comparison Report. Page 120

121 Comparison Report The following page opens: 2.Select the criteria from each group you need to include in this report. Page 121

122 Comparison Report 3.Select the Metric. 4.Enter the date range in the From: and To: fields. The system defaults to 31 days. If a different date 5.range is required, enter the date range. 6.Click the Go! button. The following report is generated: The report displays the results of the metric criteria you selected. Each group is represented by a separate color, and the percentage for each. At the bottom of the report, the group selections are shown as well as the color code key. If these reports include data over time by day, week, or month using (top box, percent sat, bottom box) an additional chart showing scores over time, and volume over time, will be displayed. Page 122

123 Comparison Report Note! This report can be exported to Excel by clicking the Excel icon. Page 123

124 CSR Ranking CSR Ranking The CSR Ranking report compares all CSR s associated with a particular survey and shows who is doing well and who may need coaching to improve their ratings. 1.From the Home page, click Reports > CSR Ranking. The following page opens: 2.Select which survey to use. In this example there is only one survey, but there may be several surveys listed for your business. 3.Click the Next button. Page 124

125 CSR Ranking The following page opens: 4.Select a question from the drop down list. 5.Click the Next button. Page 125

126 CSR Ranking The following page opens according your selections. Note! The following page is an example of the page that opens when you select Overall from the drop down list. Page 126

127 CSR Ranking 6.Select the criteria for the report. For example, the People Who Chose item. To further define the ranking (which is optional), make the following selections in the gray box. Note! The value N represents the number of surveys or responses included in the report. 7.Enter the value for N. The N is at least field determines the values for the second line. 8.Select the Group by Supervisor checkbox to display results by supervisor. 9.Select N is the number of responses received to show at least as many responses as the value set in the N is at least box. Select N is the number of surveys received to show at least as many surveys as the number in the N is at least box. 10.Select yes or no in the Only where resolved is picklist to indicate if you want responses that show only the results of resolved or unresolved surveys. 11.In the Graph box, select a filtering option, Only Ranked Response(s) or All Responses. 12.Select the date range you want for your report using the From: and To: fields. 13.Click the Go! button. Page 127

128 CSR Ranking The following report is generated according to your selections: The average for the selected date range is displayed at the top of the page. From these graphs, you can click the agent's name to open detailed reports for their individual report card, or click the bar that shows their results to see a list of the surveys for the selected CSR. Note! For this example, the report is organized by CSRs. Page 128

129 Impact vs. Performance Impact vs. Performance The Impact vs. Performance report shows which attributes are most likely to cause an increase in satisfaction as well as how well your company is currently performing in those areas. Note! This report generates data for surveys, not for IVR surveys. 1.From the Home page, click Reports > Impact vs. Performance. The following page opens: 2.From the Load Which Survey: box, select the survey you want to generate for this report. 3.From the Use this measure of satisfaction: drop down list, select a measurement. Page 129

130 Impact vs. Performance 4.Select one of the corresponding options: Top Box or Percent Sat. When you select either one of these options, it refers to the 5 pt. scale. Top Box is a score of 5, and Percent Sat is a score of 4 or 5. 5.Using the From: and To: fields, select the date range for this report. 6.Click the Prepare data in multiple passes checkbox to have smaller amounts of data process at one time to increase performance. 7.Click the Go! button. Page 130

131 Impact vs. Performance The following report opens according to your selections: Two charts are displayed on the Impact vs. Performance report. The first chart shows the attribute (how important it is to your customers) and how your CSRs measure based on the impact of each attribute. The green bar (Impact) shows importance of the attribute. The purple bar (Performance) shows how the CSR is performing for the selected attribute. Page 131

132 Impact vs. Performance The second chart displays the information in quadrant format displaying each attribute based on performance and impact to customers. This chart indicates where expectations are being met and where improvement is needed. Page 132

133 Interactive Queue Report Interactive Queue Report The Interactive Queue Report allows you to graphically view all customer responses to each question. You can see how many customers answered a question within the top box (very satisfied), or how many were dissatisfied. Note! Top Box is 5 on the 5 pt. scale. This report follows the same skip logic as the survey. 1.From the Home page, click Reports > Interactive Queue Report. The following page opens: 2.From the Load Which Survey box, select the survey you want to view. 3.Using the From: and To: fields, select the date range you want to view for this report. 4.Click the Go! button. Page 133

134 Interactive Queue Report The following page opens: The report shows the following information: At the very top of the page, the question that was asked to the customer is displayed. It is also the question that was selected from the Jump to Question drop down list. Page 134

135 Interactive Queue Report For this example, question 1 is listed, Do you feel that the question or problem you called about today has been completely resolved? The answers to the question are displayed in a graphical format, according to the pie chart or bar chart icon you select underneath the report. Under the graph, there is also a legend to show you what the different colors mean. (N=number of surveys). 5.Click the column or wedge of data in the graph to continue to the next question based on the filter selections in steps 10 and Click any of the chart icons to change the type of report output you can view (pie chart, horizontal bar chart or vertical bar chart). When you click on the chart data for a report, it will cycle through the entire survey that is being reported. 7.If you click Hide Data Labels, you will not be able to see the report labels. 8.From the Jump To Question: drop down list, select the question for which you want to generate data. Selecting a question here, will generate a new report with the selected question at the top of the report. 9.Click the START/RESTART icon survey. to return to the beginning of the 10.Select the results available. Show All Results radio button to show all the Page 135

136 Interactive Queue Report 11.Select the Limit by Previous Selection radio button to filter the next question based on the item selected in the current graph. For example,the first question is rating knowledge on a scale of 1 to 5. Clicking the "5" column will continue to the next question, but limit the answers to those who were "5" on that question. 12.Click the Excel icon to export data to Microsoft Excel. If you need to go to a new report, or restart the one you selected: 1.Select a new report from the Load Which Survey list. 2.Using the From: and To: fields, select a date range for this report. 3.Click the Go! button. Page 136

137 Operation Summary Stats Operation Summary Stats The Operation Summary Stats report displays data for surveys that have been taken by customers. 1.From the Home page, click Reports > Operation Summary Stats. The following page opens: 2.From the This Queue Group: box, select the queue for which you want to retrieve data. 3.Select a date range using the From: and To: fields. 4.Click the Go! button. Page 137

138 Operation Summary Stats The following page opens: This report shows General Survey Results and Measures by Queue. The Top Box represents a 5 on a five-point scale. Top 2 Boxes would be a 5 and 4 on a five-point scale. Page 138

139 SPC Charts SPC Charts The SPC (Statistical Process Control) chart shows you how customer service is performing within set parameters. 1.From the Home page, click Reports > SPC Charts. The following page opens: 2.Select a queue from the list. If you would like to see more queues (surveys), click the More queues check box. 3.Using the From: and To: fields, select the date range. 4.From the drop down list on the right side of the page, select the metric for the report. For example, Agent Knowledgeable Satisfaction, Enrollment Satisfaction, Overall, etc. 5.From the radio buttons, select the options that best describe the data you want to view. Page 139

140 SPC Charts 6.Click the Go! button. The following page opens: The key below the line chart defines the lines on the chart (for example, Top Box is the green line). The light purple bar shows the mean for the time period selected and the bright purple and orange bars show the Upper Control Limit and Lower Control Limit. Using this report and managing data only when it exceeds these limits, helps you not worry about insignificant issues. The bar chart displays the volume data according to the time (day or week) selected on the previous page. Page 140

141 SPC Charts Note! If you want to export this data to Excel, click the Excel icon next to the report. Page 141

142 Survey Cross Tab Survey Cross Tab The Survey Cross-Tab Report allows you to take two or more questions from a survey and drill-down for results. You can select to generate results either from a survey, or for a CSR. 1.From the Home page, click Report > Survey Cross-Tab Report. The following page opens: 2.From the For this Survey list, select a survey, or from the For this CSR drop down menu, select a CSR. 3.Click the Submit button. Page 142

143 Survey Cross Tab The following page opens according to your selections: 4.From the drop down list, select a metric. 5.From the Only By list, select at least one question. If you want to include more than one, press the CTRL key and click your cursor to select the types of comments you want included. If you want to include all questions in this report, don t select anything. 6.Using the From: and To: drop down lists, select a date range. 7.Click the Include Text Responses checkbox to include customer text comments. Note! This is optional. 8.Click the Submit button. Note! Click Start Over to return to the previous page, if needed. Page 143

144 Survey Cross Tab A page will open according to your selections. This report opens with data showing how customers responded to survey questions. Notice that there are hyperlinks in the report. Clicking the hyperlinked information will drill down into the report.the following page opens after clicking 69, circled above: Page 144

145 Survey Cross Tab This report lists three surveys where the answer to the question was Dissatisfied. The Message ID column hyperlinks to the survey detail report. When you click on a Message ID, a page listing the specific survey questions opens: Page 145

146 Survey Cross Tab For this example, the answer Dissatisfied, is displayed in red to make it easier to see the customer response for the selected filters. Page 146

147 Trend Analysis Trend Analysis The Trend Analysis report provides trends in data and is used to gain more detailed access to your reporting results. 1.From the Home page, click Reports > Trend Analysis. The following page opens: 2.From the Choose which queue(s): box, select a queue for this report. Click All... to view all queues. 3.From the Type: picklist, select how you want the data in your report to be displayed: Time-line, Pie or Bar. Page 147

148 Trend Analysis 4.Select the check boxes for the variable metrics you want included in your report. Note! You can click the Use Dynamic Sample check box to select a particular set of survey respondents and graph only their responses. 5.Click the Go! button. Note! Clicking the Help icon Analysis report. opens instructions on how to use the Trend The following page opens: 6.From this page, select a CSR (Optional) and a Metric. 7.Click the Go! button. Page 148

149 Trend Analysis Note! If you want to change any of your selections in the Options: list, you can re-select options before clicking the Go! button. The following report opens according to your selections: This report shows a trend for the metric of Knowledge Satisfaction. The color key is at the bottom of the report. The second report is bar report showing trends by day. Page 149

150 Trend Analysis If you want to view a trend for another report, the options are available at the bottom of the page. Page 150

151 Weekly Summary Report Weekly Summary Report This report shows daily, weekly, monthly, or quarterly (based on calendar quarters) summary data from which you can select a variety of criteria (or a combination of metrics). 1.From the Home page, click Reports > Weekly Summary Report. Page 151

152 Weekly Summary Report The following page opens: 1.To complete the summary report, enter the information you wish to review by selecting one of, or a combination of the following: Supervisor, Manager, Location, Region, Metric, Period (Daily, Weekly, Monthly or Quarterly, or YTD) Optional: you also have the option of applying an NPS calculation to your data. 2.Using the From: field and To: fields, select a date range. Page 152

153 Weekly Summary Report 3.Click the Go! button. Note! Your selection fields may be different from this example. The fields at the top of the page populate as you make selections. You can also make multiple selections within each field by holding pressing the Ctrl key on your keyboard. The following page opens according to your selections: This Summary report shows trending for the selected time period (daily, weekly, monthly, quarterly) and the following data: The percentage of responses in the Top 2 Boxes The percentage of responses in the Bottom 2 Boxes The number of responses The reliability of the data (C.I.) The percentage of Very Satisfied customers The percentage of Satisfied customers Page 153

154 Weekly Summary Report The percentage of customers that are neither satisfied nor dissatisfied The percentage of Dissatisfied customers The percentage of Very Dissatisfied customers Note! If you need an Excel spreadsheet file, select the checkboxes in the last column that correspond to the reports you want included in the Excel file, and click the Excel icon. An Excel spreadsheet opens for the data you selected. You can change your selection criteria using the options within the fields at the bottom of the page. You can clear any selection by clicking clear next to the associated field. Click Go! to refresh and display the Summary Report with your new options. Note! The Confidence Interval (CI) represents the possible error rate on the data. Each of the percentages displayed have a possible error rate of + or - the percent of the CI). The CI is affected by two things: The actual satisfaction score The number of responses The calculation is: CI = 1.96*sqrt(score/100*(1-(score/100))/n) As the score approaches 100%, the C.I. approaches 0%. The same would happen if the score was 0%. This is because of the way the CI function calculates - if your score is 100% satisfied, that means there can be no error in the positive direction (because you can't have a score over 100%) - therefore, the plus/minus error has to be 0. Page 154

155 Weekly Summary Report 4.If you want to see a chart of the data in this report, click the checkboxes in the last column, and click the column header : The following report opens according to the data you selected: The legend at this bottom of the chart describes what the different colors mean. Note! If you want to export this report to Excel, click the Excel icon. Page 155

156 Supervisor Dashboard Supervisor Dashboard The following reports are utilized in this section: Sup - Coaching Comments Sup - Customer Comments Sup - Find CSR Report Card Sup - Floor Report Sup - General Health Report Sup - Ranking Report Sup - Satisfaction Distribution Sup - Sent Received Report Page 156

157 Coaching Comments Coaching Comments Coaching Comments are comments from your Trigger Team. The comments are entered by the individuals evaluating triggered surveys and include suggestions for performance improvement to the CSRs. Refer to Trigger Report for more information on Coaching Comments. 1.On the Home Page, click Supervisor Dashboard > Coaching Comments. The following page displays: 2.Select an option, the Supervisor, Manager or Queue. 3.Select an item listed. Page 157

158 Coaching Comments 4.To view data older than 30 days, click the here link. 5.Click the Set button. 6.Scroll to the bottom of the page. 7.Using the From: and To: fields, enter a date range. The default date range is 31 days. 8.If needed, select the CSRs need for the report. To select multiple CSRs, press the CTRL key. 9.Click the Apply Options button. Page 158

159 Coaching Comments The following page displays: The report displays the Message ID, CSR Name, Supervisor, Comment From, Date of Comment & Survey Date. 10.Click the Thumbs up or Thumbs down feedback button to report whether the comment was helpful. 11.Click the Comment Reply button, to comment back to the coach about the coaching comment. 12.Click on the message ID, to open the survey detail page. Page 159

160 Customer Comments Customer Comments This report shows the customer comments that correlate with the CSR. 1.On the Home Page, click Supervisor Dashboard > Customer Comments. The following page displays: 2.Select an option, the Supervisor, Manager or Queue. 3.Select an item listed. 4.To view data older than 30 days, click the here link. Page 160

161 Customer Comments 5.Click the Set button. 6.Scroll to the bottom of the page. 7.Select the filter options from the picklist. 8.Using the From: and To: fields, enter a date range. The default date range is 31 days. Page 161

162 Customer Comments 9.If needed, select the CSRs need for the report. To select multiple CSRs, press the CTRL key. 10.Click the Apply Options button. The following report opens according to the selections you made: Page 162

163 Customer Comments Page 163

164 Customer Comments This report has the following columns of data: Column Description Message ID When you click Message ID, the following page opens. It lists the questions that were asked in the survey: If you need this data in Microsoft Word, click the icon at the bottom of the page. Comment If a customer left a comment for you, you can find it here. Sometimes customers will record a message. If a customer has left a recorded message, click PLAY RECORDING to hear their comments. Satisfaction This column displays emoticons to show the level of the customer s satisfaction. Resolved This column lists whether or not an issue was resolved. CSR Name This column lists the name of the CSR who talked with the customer. Date This column lists the date the customer and the CSR communicated. Page 164

165 Customer Comments 11.Click on the message ID, the report will take them to the survey detail page. 12.Click on the "Play Recording" icon (as a message) and the message plays through the default media player. Note! You can also access this information from the Admin > Case Lookup report. Page 165

166 Find CSR Report Card Find CSR Report Card The Find CSR Report Card allows a supervisor to view the same report card as a CSR can individually view, but for anyone they have permission to view. 1.From the Home Page, click Supervisor Dashboard > Find CSR Report Card. The following page displays: 2.Select an option, the Supervisor, Manager or Queue. 3.Select an item listed. 4.To view data older than 30 days, click the here link. Page 166

167 Find CSR Report Card 5.Click the Set button. 6.Scroll to the bottom of the page. The following page displays: 7.Select the needed CSR. A second window will open with the CSR report card. Note, if pop-up blockers are turned on for your browser, this may impact the opening of this report. Page 167

168 Find CSR Report Card The following window displays: The same report options exist as in the CSR Report Card. Page 168

169 Floor Report Card Floor Report Card The Floor Report card shows the number of surveys that have been completed for specific CSRs along with high level information about the survey results for each CSR listed (similar to the first information the CSR would see when they look at their CSR Report Card). 1.From the Home Page, click Supervisor Dashboard > Floor Report. The following page displays: 2.Select an option, the Supervisor, Manager or Queue. 3.Select an item listed. 4.To view data older than 30 days, click the here link. Page 169

170 Floor Report Card 5.Click the Set button. 6.Scroll to the bottom of the page. The following page displays: 7.Select a Metric value from the picklist. The default value is Overall. 8.Select filter options, Calculate with Uncontrollables or Include supervisors. Page 170

171 Floor Report Card 9.Using the From: and To: fields, enter a date range. The default date range is 31 days. 10.If needed, select the CSRs need for the report. To select multiple CSRs, press the CTRL key. 11.Click the Apply Options button. The Floor Report opens according to the options you selected: This report shows the percentages of responses for the survey questions. The top line highlighted in blue shows the totals for the report. Page 171

172 Floor Report Card Note! When you click the Excel icon, the data is imported into an Excel spreadsheet. Click the Print button to print the report. Page 172

173 General Health General Health This report provides a way for supervisors to print information for all CSRs. The report includes trending information for four weeks. Note! The General Health report is intended to be a printed report. Once the report displays, the printer window opens. 1.On the Home Page, click Supervisor Dashboard > General Health. The following page displays: 2.Select an option, the Supervisor, Manager or Queue. 3.Select an item listed. Page 173

174 General Health 4.To view data older than 30 days, click the here link. 5.Click the Set button. 6.Scroll to the bottom of the page. Page 174

175 General Health Page 175

176 General Health 7.Select the CSR, Queue or Supervisor to report on. Press the CTRL key to make multiple selections. 8.Click the Use Coaching Comments and Use Customer Comments check boxes to include those in the report. 9.From the first drop down list, select the key indicator for the report. 10.From the second drop down list, select the metric. 11.Click the Calculate with uncontrollable checkbox to include uncontrollable cases. 12.Using the From: and To: fields, enter a date range. The default date range is 31 days. 13.If needed, select the CSRs need for the report. To select multiple CSRs, press the CTRL key. 14.Click the Apply Options button. Page 176

177 General Health The following report opens according to your selections for this report. Columns include: Top 2 Boxes, Percent Very Satisfied, Percent Satisfied, Percent Neutral, Percent Dissatisfied, Percent Very Dissatisfied, Absolute Satisfaction, Percent Resolved, # of Surveys The graph includes the following: Area Description Left side scale Bottom scale Percentage Date range and N Page 177

178 Ranking Report Ranking Report This report ranks employees (CSRs, Supervisor, Queue, Supe&Queue, and Manager), by customer satisfaction rating. 1.On the Home Page, click Supervisor Dashboard > Ranking Report. The following page displays: 2.Select an option, the Supervisor, Manager or Queue. 3.Select an item listed. 4.To view data older than 30 days, click the here link. Page 178

179 Ranking Report 5.Click the Set button. 6.Scroll to the bottom of the page. Page 179

180 Ranking Report 7.Select the CSR, Queue or Answers to report on. Press the CTRL key to make multiple selections. 8.If needed, select Supervisors or Managers to exclude from the report. 9.Select options from the checkboxes: Checkbox Function Top% Select from this drop down list whether or not you want the top ranking percentage or the bottom ranking percentage. When you enter a percentage of Top/Bottom, it indicates that, of the total number of CSRs being ranked, you only want to see those who fall in the percentage you entered. Where score is = From the drop down list, select where the score is greater than/equal to, or less than, or equal to, or equal to a score of your choice. Where N is at least Enter the minimum number of surveys that you want included. Only where resolved is When you select this checkbox, you will need to select whether you want: yes - only surveys that are resolved no - any surveys whether or not they are resolved Page 180

181 Ranking Report Checkbox Function Only for Select which queue you want included in this report. Disregard uncontrollable cases Select this checkbox if you want to disregard uncontrollable cases. Hide data labels Select this checkbox if you want to hide the labels in the report. 10.Using the From: and To: fields, enter a date range. The default date range is 31 days. 11.Using the From: and To: fields, enter a date range. The default date range is 31 days. 12.If needed, select the CSRs need for the report. To select multiple CSRs, press the CTRL key. 13.Click the Apply Options button. Page 181

182 Ranking Report The following report opens according to your selections: The top of the report shows the number of surveys included in this report and the standard deviation. The standard deviation value is a guide to show if your results are properly distributed. If the standard deviation is less than half of the reported overall average then you have a large enough set of results with a normal distribution of values. If the standard deviation is larger, then you may need to include more agents because the scores shown are too spread out, and that's probably because there aren't enough samples. If the standard deviation is very small (like 10% of the overall Page 182

183 Ranking Report average) then too many CSRs probably all have the same score and more should be included. When ranking CSRs, you can click directly on the CSR s name (or Login ID) to open their report card in a separate window. Or click the bar to see a list of surveys that make up that score. If you are ranking anything or anyone other than CSRs, clicking the name (such as a supervisor name) will not open a report card, however, when you click a bar, it will display the surveys that make up the score. When a user clicks a bar, the following page opens, according to the survey results: Page 183

184 Ranking Report This report has the following columns of data: Column Description ID When you click an ID number, the survey detail opens: Complete Date The date the survey was completed. CSR Name The CSR Name or Login ID of the CSR who was surveyed. Overall This column displays in smiley icons according to the survey results. The column heading will change depending on what was selected in the Metric drop down menu. For this example, Overall was selected in the Metric drop down menu. Page 184

185 Ranking Report If you want to create another ranking report, you can pick a supervisor, manager, or queue directly from this page and reselect options. Note! You can export this report to Excel by clicking one of the Excel icons. Page 185

186 Satisfaction Distribution Satisfaction Distribution This report displays the five possible satisfaction responses compared by CSR: Very Satisfied Satisfied Neither Satisfied nor Dissatisfied Dissatisfied Very Dissatisfied 1.On the Home Page, click Supervisor Dashboard > Satisfaction Distribution. The following page displays: Page 186

187 Satisfaction Distribution 2.Select an option, the Supervisor, Manager or Queue. 3.Select an item listed. 4.To view data older than 30 days, click the here link. 5.Click the Set button. 6.Scroll to the bottom of the page. Page 187

188 Satisfaction Distribution 7.From the first drop down list, select a user role. 8.From the second drop down list, select a metric. 9.Click the Only for check box to generate data for the selected queue. Page 188

189 Satisfaction Distribution 10.Click the Where N is at least [ ] check box to select a number of surveys to generate. 11.Click the Disregard uncontrollable cases check box to exclude uncontrollable cases. 12.Click the Only use completed surveys check box to generate data for completed surveys only. 13.Click the Show data labels check box to list the labels that are in each of the reports. 14.Using the From: and To: fields, enter a date range. The default date range is 31 days. 15.If needed, select the CSRs need for the report. To select multiple CSRs, press the CTRL key. 16.Click the Apply Options button. Page 189

190 Satisfaction Distribution The following report opens according to your selections: To drill-down to get more information on a particular CSR, click their name or Login ID. The report card for the selected CSR will open. (Refer to the CSR Report Card for more information). Note! You can export this information to a Microsoft Excel spreadsheet by clicking. Page 190

191 Surveys Sent/Received Surveys Sent/Received This chart shows the number of surveys sent and received for a CSR, Supervisor, Manager, Queue, Country, etc., depending upon the available selections. 1.On the Home Page, click Supervisor Dashboard > Surveys Sent/Received. The following page displays: 2.Select an option, the Supervisor, Manager or Queue. 3.Select an item listed. 4.To view data older than 30 days, click the here link. Page 191

192 Surveys Sent/Received 5.Click the Set button. 6.Scroll to the bottom of the page. 7.Select a Show Sent Received By value from the picklist. The default value is CSR. 8.Using the From: and To: fields, enter a date range. The default date range is 31 days. 9.If needed, select the CSRs need for the report. To select multiple CSRs, press the CTRL key. 10.Click the Apply Options button. Page 192

193 Surveys Sent/Received The following report opens according to your selections: The data displays the number of surveys actually sent and received per day. The number of surveys received may change from day to day since surveys are typically left open to allow customers up to 5 days to respond. Page 193