Survey Results

Survey results are available by clicking the reports icon, expanding Survey Results and clicking the appropriate brand in the navigation pane. Alternately, survey results can be viewed by agent or by specific survey. The ability to see Survey Results > By Brand, By Agent and By Survey lists are determined by the agent or manager's role permission for Surveys. If Surveys are set to Full Control or Custom > View Summary, the agent or manager will see the survey results. All other survey reports, including Conversion rate (summary and trend), performance (summary and trend) and Answers are determined by the Reports role permission. To view a specific 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 performance.
• 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:

• Actions (…) - Click this button and select the appropriate option to view related items or specific survey results.
• Related Item - Displays the ticket or live chat associated to the selected survey result.
• Results - Displays the survey questions and responses for the selected survey result.

Viewing Survey Results by Brand

To view survey results by brand, click the reports icon, expand Survey Results and click the 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 a popup window.

Viewing Survey Results By Agent

To view survey results by agent, click the reports icon and expand Survey Results in the navigation pane. Then expand By Agent 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 a popup window.

Viewing Survey Results by Survey

To view results by survey, click the reports icon and expand Survey Results in the navigation pane. Then expand By Survey in the 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 a popup window.

Missing Answers

When viewing survey responses, especially when those surveys offer long or short answer types, it's possible some questions and their responses may not show up. One possible explanation for this is that the question didn't actually receive a response -- others did, but not that one. Blank answers aren't displayed, nor are their associated questions. So if you see blanks in your survey response reports, this is, most likely, the reason why.