Customer Feedback

Customer Feedback is the agent-focused component of Medallia Agent Connect that helps you understand how customers feel about their interactions with you and your team. It uses a short survey to gather feedback from customers in a consistent way, and then displays real-time metrics in reports tailored for Team Members, Team Leaders, and Administrators. For detailed information about creating a survey, see Surveys.

Agent Connect surveys can also include Areas of Excellence and Areas of Improvement, where customers identify aspects of the interaction that were delightful or disappointing. For more information, see Areas of Excellence and Areas of Improvement.

You can also set up a rewards program, which allows customers to recommend rewards for Team Members, as described in Rewards.