The Service Recovery Trends Dashboard provides Team Leaders a high-level view of the service recovery process and its success. It highlights the recovery funnel, tags in recoveries for Do not send and Follow-up responses, and a team member breakdown of recovery success. For more information, see Service recovery.

To open the Service Recovery Trends Dashboard, click Trends in the Medallia Agent Connect navigation bar, and then click Service Recovery.

Recovery funnel

The Recovery funnel chart shows the count of eligible service recoveries, and their journey through the funnel. The chart includes the total count of recovery-eligible surveys, the count that had follow-ups from your team, how many of those follow-ups received customer responses, and how many responses were recovered.

Tags

The Tags charts show the top tags (by percentage of recoveries) included in Do not send and Follow-up responses.

Recovery by team member

The Recovery by team member table provides recovery metrics fo each Team Member. The table shows the percentage of eligible surveys that were recovered, the number of follow-ups sent, the total number of responses, and how many of those were recovered successfully.