Email Feedback Report

The Email Feedback Report displays information relating to email ratings feedback that agents are receiving, allowing users to quickly and clearly see developing trends with regards to client feedback given via email ratings.

How does the Email Feedback Report Work

The Email Feedback Report collates information received via feedback ratings in emails (happy, neutral, unhappy) and displays this information in a number of different ways such as absolute total ratings, feedback over time and feedback in different scenarios such as feedback by ticket categories or feedback when defects have been raised.

Accessing the Email Feedback Report

Access to and the ability to edit the email feedback report is controlled by permissions in user roles, in the same way as all other reports within Enate. If users do not have the right permissions enabled, they will not be able to access the report. To edit the report users will need the 'Create Custom Reports' permission enabled.

Email Feedback Report Default Structure

Total Ratings & Share By Feedback Type

This chart displays the total number of feedback ratings received, categorized by their sentiment (Happy, Neutral, Unhappy), along with the percentage share for each category. Both the Happy and Unhappy emojis are interactive, i.e. clicking on them will filter the page content accordingly.

Feedback Trend

This chart displays the trend of count of feedback ratings over their received time. The display is defaulted to 6 months moving average, but can be adjusted.

Feedback Comparison By Context

This chart categorizes Feedback Ratings based on different contexts such as Customer, Contract, Service or Process, sorted by the rating count of highest total number of Happy or Unhappy ratings. It also has a sentiment selector dropdown where users can now choose which sentiment to display on a chart. By default this chart displays with both Happy and Unhappy sentiment selected.

Agents Receiving the Most Happy & Unhappy Feedback Ratings

This chart ranks agents based on feedback rating volume received on the work items they were responsible for. The chart can be toggled between displaying a top 5 or top 10 of Agents for each sentiment type.

Feedback ratings With Defects

This chart compares feedback ratings associated with work items With and Without defects, allowing you to assess the impact on client feedback of any issues taking place during the processing of a work item. Note: The specific number of defects on individual work item has not been taken into consideration.

Feedback By Reopened Work Items

This chart compares feedback ratings related to reopened and non-reopened work items. Here the term non-reopened work items means work items which are running, successfully resolved or closed normally.

Feedback By Number Of Work Item Handoffs

This chart evaluates feedback ratings associated with work items that have been reassigned multiple times, allowing you to assess the effect on client feedback on agent continuity within the processing of a work item.

Feedback by Work Item Total Elapsed Time

This chart analyzes feedback ratings based on the time taken to resolve and close work items, measured in hours. Please note: this does not include still-running work items.

Impact Zones

This chart will replace the previous 'Feedback by Work Item SLA' chart. The legends of the new chart are as follows:

• High Priority Zone: SLA Not Met + Unhappy Ratings.

• Success Optimization Zone: SLA Met + Unhappy Ratings.

• Positive Zones: SLA Met + Happy Ratings.

• Neutral Zones: SLA Met or SLA Not Met + Neutral Ratings.

Hovering over the chart will show the options where a Question Mark will appear. Hovering over the question mark will show the tool-tip which explains the zones, to help users better understand each section.

Sentiment Zones Explained:

• High Priority Zones: Negative sentiment + SLA missed – needs urgent attention.

• Success Optimization Zones: Negative sentiment + SLA met – SLA OK, but experience needs work.

• Neutral / Positive Zone: Feedback aligns with sentiment – either neutral or positive.

Feedback By Ticket Categories

The Chart shows feedback ratings received on work items by ticket categories, with concatenated levels i.e. “Level 1 > Level 2 > Level 3”.

Feedback By Number of Times Work Item Reopened

This chart displays the feedback rating count, categorized by the number of times a work item has been reopened. The grouping 'buckets' are: 1-3 Times, 3-5 Times, 5-7 Times, or 7+ Times. This will help with assessment on the relationship between client feedback ratings and the number of times a work item was reopened.

Available Data Fields for Email Feedback

See below for a complete list of all the available data fields that can be used within the Email Feedback report:

Table	Fields	Description
Context	Contract	Name of the Contract
Context	Customer	Name of the Customer
Context	Service	Name of the Service
Context	Service Line	Name of the Service Line
Context	Supplier	Name of the Supplier
Dates	Date	Calendar range of dates for filtering data
Dates	Month	Months of the dates
Dates	Year	Year of the dates
Process	Process Name	Name of the process each Work Item belongs to
Process	ProcessGroup	Process group given for Cases / Tickets
Process	Work Item Type	Type of the Work Item (Ticket, Action or Case)
Queues	Queue	Name of the queue the Work Item was last present in
Sentiment Scores	6M Moving Avg	6 months moving average over the number of emails that have sentiment scores. To be visualised against dates.
Sentiment Scores	CaseCount	Total number of Cases
Sentiment Scores	Email Count	Total number of emails that sentiment score
Sentiment Scores	PercentagesOfAllSentiments	Percentage of emails with positive,negative & neutral sentiment compared to the total
Sentiment Scores	TicketCount	Total number of Tickets
Sentiment Scores	Total Work Items	Total number of workitems with emails that have sentiment score
Sentiment Scores	ImpactZonesSentiment	Imapct zones based on combination of SLA & Sentiment Types (High Priority, Neutral, Positive, Success Optimization)
Sentiment Scores	Logged	Email logged date in date time format
Sentiment Scores	LoggedDate	Email logged date in date format
Sentiment Scores	Sender	Email sender's full name or email address (depending on whichever is availible)
Sentiment Scores	Sentiment Confidence	Confidence level of the email classification (or sentiment score) in percentage (0 - 100%)
Sentiment Scores	PercentageSentimentConfidence	Sentiment Confidence shown in percentage
Sentiment Types	Sentiment Type	Types of sentiment (Positve, Negative or Neutral)
Ticket Categories	Ticket Category1	Ticket Category level 1
Ticket Categories	Ticket Category2	Ticket Category level 2
Ticket Categories	Ticket Category3	Ticket Category level 3
Ticket Categories	ConcatTicketCategoryLabels	Combined representation of Ticket Category level 1, 2 & 3
Users	Email Address	Email address of the user responsible for the work item
Users	Team Manager	Full name of the manager of the users responsible for the work item
Users	User Name	Full name of the user responsible for the work item
Work Items	Assigned User Count	Assigned User Count is the unique number of users assigned to the work item througout it's lifecycle (from start to end).
Work Items	Assigned User Count Groups	Grouping of Assigned User Count into different buckets (e.g., 0, 1-3, 3-5, 5-7 etc.)
Work Items	Customer Duration(Hrs)	Total time (in working hours) taken to complete the work item as per the customer calendar. Value will be blank if the work item is still in progress.
Work Items	Customer Duration Groups	Grouping of Customer Durations into different buckets (e.g., 0-24, 24-48, 48-72, 5-7 etc.)
Work Items	DueDate	Work Item Due Date in date time format
Work Items	EndDate	Work Item End Date in date time format
Work Items	Has Defects	Whether the Work Item has defect or not (Yes or No)
Work Items	Is Reopened	Tickets that got opened after going to resolved status
Work Items	Reference	Reference number of each Work Item
Work Items	Reopened Count	Number of times the work item got reopened throughout it's lifecycle
Work Items	Reopened Count Groups	Grouping of Reopened Count into different buckets (e.g., 1-3, 3-5, 5-7, 7+ etc.)
Work Items	ResolvedDate	Work Items Resolved Date in date time format
Work Items	SLA	Service Level Agreement to indicate where Work Item is Overdue or not
Work Items	StartDate	Work Item Start Date in date time format
Work Items	Supplier Duration(Hrs)	Total time (in working hours) taken to complete the work item as per the supplier calendar. Value will be blank if the work item is still in progress.
Work Items	Title	Title of the Work Item