Post-call survey analytics allow you to collect direct feedback about customer experiences to evaluate support quality and identify service pain points. In this guide, you’ll learn how to filter your survey dashboard, drill down into individual response details, analyze agent performance, and troubleshoot data discrepancies.

Supervise team and customer feedback 

1. Understand your survey overview dashboard

Review your primary survey table, which displays metrics from left to right to help you supervise active IVR routes and questions.

1. Set your filters.
2. IVR Name : The specific IVR correspondent over your selected timeframe.
3. Responses Received: The total number of completed survey responses received in this IVR.
4. Average Score: The average rating received for the survey (this column requires at least one completed response to display a score).
5. IVR Branch: The specific IVR branch active over your selected timeframe.
6. Questions Asked: The specific survey question presented to callers.

2. Drill down into individual response details

Open up detailed call logs directly from your survey summaries to investigate specific customer ratings.

1. Click on the specific survey row you want to inspect.
2. Review the detailed pop-up displaying the total responses, average score, and a list of response details (caller number, date, hour, agent, and score).
3. Click on any individual response from the list to view the full call details page.
4. Scroll down the call detail log to view the exact survey score associated with that interaction.

History

Analyze your long-term satisfaction trends:

1. Select your preferred time interval (Month, Week, Day, Weekday, or Hour)
2. Hover your mouse over any specific data point on the graph to display detailed hover-cards showing the total responses and the average score for that moment

Leaderboard

Compare agent performance across your team:

1. Scroll to the Leaderboard section.
2. Track and compare each agent's average score and their total responses received.

3. Apply survey dashboard filters

Narrow down your survey statistics to focus on specific phone lines, time periods, or customer satisfaction scores.

1. Choose between All calls or select Personalize to filter by specific IVRs or users.
2. Set the date range using a custom period or choose from the preset dates.
3. Select the specific survey score (e.g., 1 to 5) you want to analyze.

4. Troubleshoot survey data and dashboard issues

Use these guidelines to resolve display errors or inaccurate dashboard reporting.

 If your dashboard analytics appear inaccurate, check for the following common issues:

1. Incorrectly applied filters that may be skewing your current view.
2. Synchronization delays between active data sources.
3. Temporary system glitches (try refreshing your browser page).
4. Incorrect user permissions preventing full data access to certain IVR branches.

🎉 You now know how to analyze survey statistics and can use direct customer feedback to boost team performance and optimize support workflows!