Customer Feedback

If your license includes Customer Feedback Product in the system that provides a highly reliable, scalable and flexible voice and Web/email system for conducting intelligent and dynamic postcall and post contact surveys., the system includes alerts specific to Customer Feedback. To trigger these alerts, configure the appropriate business objective goals, question goals, question responses, and survey responses.

You define the frequency at which the system checks for alert triggers. When an alert is triggered, you can:

Send email
Send a desktop message (if your license includes desktop messaging)
Assign lessons (if your license includes eLearning Product that provides hard and soft skills training, applicable for the entire employee life cycle (before, during, and after the hiring process), and includes training assessment and design tools.).

All drop-down lists retrieve data from the data warehouse. If you do not see the options that you expect to find when building a rule, verify that the Customer Feedback ETL process has completed successfully.

The Customer Feedback alerts include:

Customer Feedback - Business Objective Goal

Use this alert to determine if the organization is meeting its business objectives. If the total data points for a business objective goal assigned to the selected organization meet, exceed, or fall below the ranking Rating of a specific interaction in the search results in Speech Analytics, which is determined by the number of instances of the search term within the interaction, and the interaction’s individual score. set in the rule, the alert is triggered. The rankings set in the rule can be Poor, Fair, Good, or Excellent.

Numeric values for these rankings are configured by navigating to Customer Feedback >Feedback Goals and associating data points with rankings. For more information, see the Customer Feedback Administration Guide.

Customer Feedback - Question Goal

Use this alert to determine if the organization is meeting its question goals.

There are two types of questions for which this alert can be triggered: Scale and Option.

The alert measures against the goal ranking for Scale type questions, and against the ratio of answers matching the goal options for Option type questions.

If the total data points for a question goal assigned to the selected organization meet, exceed, or fall below the ranking set in the rule, the alert is triggered. The rankings set in the rule can be Poor, Fair, Good, or Excellent.

Customer Feedback Question Response:

Use this alert to be notified when a certain response is provided for a specific question on any survey. You can also configure when the alert is sent. The trigger can occur as of the survey invitation date, the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. date, or the survey response date.

Customer Feedback Survey Server role in the Site zone that allows creating and managing short, context-sensitive surveys to capture data immediately after the customer’s interaction with agents. Response:

Use this alert to be notified when a certain combination of responses is provided for a specific survey. The Question-Response list provides operand codes for every possible response to every question. To construct a regular expression in the Alert Rule field, use the operands, along with Boolean operators.

You can use parentheses to group expressions along with the Boolean operators NOT, AND, & OR. In the absence of parenthetical grouping, the logical priority of operators is NOT, AND, followed by OR.

An example of a regular expression you can construct is:

(Q1.4 AND Q3.9) OR (Q5.5 AND NOT Q7.1).

In this example if Question 1, Answer 4 occurs and Question 3, Answer 9 occurs, the rule triggers. Likewise, if Question 5, Answer 5 occurs and any answer to Question 7 except Answer 1 occurs, the rule also triggers. Boolean logic can quickly become complex. If you want to build long expressions, it is best to build your expression in small groupings and test often as you go.