Reports

Survey Reports

Filters

By clicking on the reports icon, the Advanced Filter of the Surveys module is displayed, where you can select:

• Date Range: Time period for evaluating quality survey results.

• Campaigns: The campaign involved in the survey.

• Agents: The agents that are audited from the survey.

• Groups: The groups of agents that are audited from the survey.

By clicking on the “Search” button, multiple results related to the survey are displayed. On the other hand, the “Download CSV” button allows you to obtain a file in CSV/Excel format from which you can obtain a record sheet with your audio files and the options selected in each of the sections of the survey.

Reports Results

When evaluating survey reports, we start from a series of Tabs that organize the information into different sections:

• General Report: offers the number of calls sent to a survey, completed, partially completed, and abandoned during the playback of the associated audios.

• Ratings by Question: For each question in the completed survey, the different ratings given by the caller when answering the survey are graphed.

• Responses by Agent: For each question in the survey, the different options selected by the caller are graphed, by agent.

• Responses by Date: For each question in the completed survey, the different options selected by the caller are graphed, by date.

• Agent Averages: For each “weighted” question, the average of the options selected by the caller is obtained, per agent.

• Averages by Date: For each "weighted" question, the average of the options selected by the caller is obtained, per day.

It is important to clarify that each of the report sections presented in the different views is exportable to CSV/EXcel for correct analysis.