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 (vocal) 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.
💡 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)
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:
So, know you know how to analyse your survey analytics to continually boost your teams' performances. 🎉