Feedback Report (for Supervisors)

The content in this article is appropriate for: Supervisors

This article assumes that the supervisor is logged in to the ACD.

The Feedback Report is intended to monitor IT Related Issues by providing you with the information reps submit while handling calls. You will be able to see information associated with the call and agent. As a supervisor, you have the ability to view all feedback left by agents.

• Click to expand the Supervisor module in the left-hand navigation menu, and click to select Feedback Report
  
  
  

Understanding the detailed Feedback Report:

• Root #: Click the Root/Call # to view the Call Details page
  • Details: basic call info
    
    
    
  • Path: A record of all events that happen during the lifetime of the call. This may include script events, agent events, and telco events. Call path may not always be an agent interaction, it may be a conference call for example.
    
  • Agents: Further information about the call and the agent taking it
    
    
  • Destinations: Any external interactions including a 3-way call or a forwarded call
    
    
  • VMs: If there is any voicemail associated with the call it will have a record here
    
  • CDRs: Call Details Record(s)- Click the individual Call ID of a record to download its .xml file
    
• Agent Name: the First Name/Last Name of the agent in the ACD
• Program: name of the program that the agent was in when feedback was created
• Dir: Direction of the call (I=Inbound/ O=Outbound)
• Switch: Phone switch that call is associated with
• Feedback Notes: the message that was typed by the agent into the Feedback window during the call and linked to the Call ID
• R Len: Customer side length
• C Len: Agent side length
• R Media: Shows Y (Yes) or N (No) for customer media
• C Media: Shows Y (Yes) or N (No) for agent media
• R Skip %: The % of packets skipped on customer end
• R Flush %: The % of packets flushed on customer end
• C Skip %: The % of packets skipped on agent end
• C Flush %: The % of packets flushed on agent end
• Sent On: timestamp of when Feedback was submitted by agent