Customer feedback and the Stream
Track respondent feedback in real time.
The Stream is your real-time feed of customer feedback. Survey responses flow into the Stream as they are received, permitting team members to see their own interaction data and team leaders to see data for their team. It provides several ways to filter customer responses, enables you to drill down for more detailed information on any interaction, and contains links to review interactions for coaching opportunities.
Team members see the Stream immediately after logging in. To open the Stream from anywhere else in Agent Connect, click Stream in the top navigation bar.
This guide covers the basics of using the Stream, with additional resources listed in the sidebar.
30-day performance summary
A performance summary of the most recent 30 days is displayed at the top of the Stream. The summary includes the two key metrics configured on the Metric Configuration page.
The summary includes the areas of improvement that have been identified in recent interactions, and either Areas of Excellence or rewards, depending on what is configured for your company. A user's data scope for the Feedback product area determines which interactions are included in the calculation.
Team members also see a breakdown of how their rating was calculated. For example, in the image below, the team member can see the breakdown of star ratings received for a total of 31 interactions over the past 30 days:
View recent interactions
Below the performance summary is a stream of cards, each representing an interaction with a customer, with the most recent interactions at the top. Responses to each survey question appear in the order they are asked in the survey.
Click Show details for any interaction to expand the card to include customer contact information, the channel used, tags from your contact center software, and more.
Several links appear under each card, depending on your role and the features enabled for your organization:
See original ticket — Opens the original ticket for the interaction in your contact center software
Copy shareable link — Copies a link to the interaction to your clipboard
Review — Begins a new QA Review of the interaction
See review — Opens the QA Review completed for the interaction
Remove feedback — Provides options to remove comments on the interaction or remove the interaction entirely
Save — Saves the card to your Stream
Team member icons
Team leaders and administrators see a row of team member icons above the stream of cards. When QA is enabled, the icons indicate how many QA Reviews were completed for each team member (otherwise, the icons always show 0 reviews).
Click any icon to open or close a panel showing the reviews completed for that team member and a list of the member's recent interactions.
To start a QA Review for an interaction, hover over the row for that interaction and click Start Review. To open a new review for an interaction selected randomly, click Review Random.
To learn more about completing QA Reviews, see Review interactions.
View Actions & Kudos
Team members see an Actions & Kudos section on the Stream. This area lists the kudos received from QA reviewers and the Action Items added during 1:1 coaching sessions.
Team members can hover over any kudos tile to access the Celebrate or Dismiss buttons for that tile. They can also mark Action Items as complete from here.
Filter interactions
Along the left side of the Stream are a variety of filters. Filtering to a specific date range can help to make reporting easier. You might want to filter to see only survey responses for a specific team member. You can view only responses that include comments, only responses where a service recovery survey response was received, and more.
In the following example, the Stream is filtered to show only phone interactions that received 1-3 stars over the last 30 days:
Click the bell icon at the top of the filter list to configure notifications and alerts when interactions that meet specified criteria appear on the Stream.
Save feedback for 1:1 coaching
It can be helpful to review specific customer feedback during 1:1 coaching sessions to connect coaching topics with real customer and agent experiences. To assist with that, you can pin customer feedback to the sidebar of the 1:1 coaching page, which allows coaches to add that feedback to the coaching session.
To make customer feedback available in coaching sessions, click Save beneath any particular feedback card on the Stream.
With the item saved, coaches can see feedback in the sidebar of a coaching session. In the coaching sidebar, click Add to Agenda on any piece of feedback to add it beneath the Agenda field for the session.
To learn more, see Create 1:1 sessions.
Remove feedback from the Stream
Administrators can remove feedback from the Stream when the response is inaccurate or generally unhelpful. Doing so removes the entire response from the Stream and all other reports. Removed feedback no longer counts toward the team member's performance rating.
After a piece of feedback has been removed, it cannot be added back.
Removing feedback can skew star ratings and other metrics.
To remove feedback from the Stream:
Under the card containing feedback you want to remove, click Remove feedback.
Click Remove all data.
