Understanding and filtering your survey analytics – Ringover Help Center

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.📝

Why use post-call surveys? Post-call surveys provide direct feedback about customer experiences, helping you understand pain points, evaluate service quality, and make improvements to your customer support process. By collecting metrics after each call, you can track and analyze your team's performance and customer interactions.

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

💡 Note on ratings display: The Ringover dashboard displays survey ratings on a 5-point scale by default, regardless of the number of rating options configured in your survey settings. Even if you set up a survey with fewer rating options, the dashboard will still show the rating out of 5.

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.

⚠️ Troubleshooting inaccurate analytics: If your dashboard analytics appear inaccurate, check for: 1) Incorrectly applied filters that may be skewing data, 2) Synchronization issues with data sources, 3) Temporary system glitches, or 4) Incorrect user permissions preventing full data access. To resolve this, verify your applied filters, refresh the dashboard, and contact support if issues persist.

💡 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)

Observe the curve of the historical number of responses received for your team:

You can observe the average ratings of your team members by sorting by ratings or the number of responses:

💡 Note about survey ratings: If you notice that your survey ratings are displayed on a 5-point scale even though you configured fewer rating options in your survey settings, this is the default behavior of the Ringover dashboard. Even if you set up a survey with fewer rating options (like 3 points), the dashboard will still show the rating out of 5.

⚠️ Troubleshooting survey data issues: If you see unexpected 'Requests' in your call interaction flow, this typically indicates an active survey question, though sometimes the survey title may not load correctly. For any discrepancies, report the specific Call ID to Ringover support.

So, now you know how to analyse your survey analytics to continually boost your teams' performances. 🎉