New Email Feedback Report

In the November Feature Wave we are introducing a brand new Email Feedback Report to help you analyse client feedback in a more coherent manner.

The standard charts that will be present on the Feedback report are as follows:

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 tooltip 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.