Understanding and filtering your survey analytics

By using survey analytics, you can boost performance analyses for your teams. 📈 Filter your survey statistics to analyse the performances of a particular call switchboard or group, for example. This way, you can more efficiently supervise your teams' KPIs and created detailed reports.📝

Note:

• In-depth analytics are available for the Business and Advanced packs.

Understanding your survey analytics

To get started with this feature, 🖥️ Go to your Dashboard, and access the "Survey analytics" section in the "Analytics" menu.

You'll then be able to view all your survey statistics 📊, on this page you'll be able to see them displayed from left to right:

• The name of the IVR with the branch over the given period.
• The questions asked, there can be two (or more) different questions for a single IVR from the same branch.
• The number of responses received
• An average response score, which requires at least one response

Filtering your survey analytics

You can, of course, filter your survey data by different voice standards, by the received ratings, and by the desired time period.

To do so, click on 'Edit filters', choose whether you want to display statistics for all calls or 'customize' your filters by selecting one or more standards, one or more users, ratings equal to one or more selected numbers, and then define the time period over which you want to display your data.

To filter statistics for a specific vocal standard, use the dashboard's filtering options and select the particular standard you want to analyze. This allows you to isolate and focus on data for that specific standard.

💡 Note that filtering options may vary depending on team types. For SVI (Standard Voice Interaction) teams, the filtering options are more restricted compared to other team types. SVI teams typically only offer 'Total Call Number' and 'By Standard' filter options, while other teams may have additional filters like duration-based filtering.

💡 You can also filter by the score left on the calls

Review Your Survey Results

Click on the survey you want to review. The following information from left to right is available:

• Caller's number
• Date and time of the call
• The person who answered the call
• Rating given by the caller (out of 5)