Survey responses on the Stream

View real-time responses and initiate QA Reviews.

The Stream is your real-time feed of customer feedback, showing survey responses as they are received. Reviewing the Stream is one of the best ways to encourage real-time coaching, since feedback appears immediately.

In addition to showing real-time feedback, the Stream includes advanced filters, the ability to start QA Reviews for recent interactions, and links to the underlying interactions in your ticketing system.

example view of the stream

View survey responses

Survey responses are shown as vertically stacked cards. Each card presents a single survey response, and responses to each survey question appear in the order they appear in the survey.

Toward the bottom of each survey response card, you'll find a Show details link, which allows you to unfurl further details like the channel of interaction, brand information, ticket/case number, tags, and more.

example feedback on the stream

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

Initiate QA Reviews

The Stream offers quick QA actions to easily begin a QA Review for any displayed interaction. Starting QA Reviews from the Stream allows your team to focus on real-time coaching and performance enhancements, and helps agents to coach themselves and adjust their approach to meet their goals. ​​

If QA is enabled for your organization, team leaders will see a Most Recent Interactions carousel at the top of the Stream. Clicking on any of the team member photos in the carousel will pull up interactions for review, and here you can select a particular interaction or click Review Random for a random selection.

example of a team member's interactions