SmarterTrack 6.x Help

Viewing Survey Results

To view a survey result, simply double-click a survey result. The survey questions will load in the content pane and the following columns will be available:

  • Question - The text of the survey question.
  • Answer - The customer's answer to the survey question.
  • Score - The score the agent received on the question. Generally, higher scores indicate better peformance.
  • Max Score - The highest possible score the agent could receive on the question.
  • Weight - A number assigned to each question that signifies the importance of the question. Questions with a higher weight are deemed more important and responses to such questions have a greater influence on the overall survey score.

In general the following options are available in the content pane toolbar:

  • Delete - Permanently deletes the survey answer.

Viewing Survey Results by Brand

To view survey results by brand, click the surveys icon and click appropriate brand in the navigation pane. A list of completed surveys will load in the content pane. To view the customer's responses to a specific survey, simply double-click the survey and the survey responses will load in the content pane.

Viewing Survey Results By Agent

To view survey results by agent, click the surveys icon, expand By Agent in the navigation pane and select the desired agent. A list of completed surveys will load in the content pane. To view the customer's responses to a specific survey, simply double-click the survey and the survey responses will load in the content pane.

Viewing Survey Results by Survey

To view results by survey, click the surveys icon, expand By Survey in the navigation pane and select the desired survey. A list of completed surveys will load in the content pane. To view the customer's responses to a specific survey, simply double-click the survey and the survey responses will load in the content pane.