Areas of Excellence and Areas of Improvement

Using customer feedback to identify agent performance strengths and weaknesses.

Customer feedback can be made more actionable by implementing Areas of Excellence (AOE) and Areas of Improvement (AOI). These features help companies identify agent performance strengths and weaknesses using standardized options. For example, the following image shows two responses in the Stream, one with customer-selected AOE, and another with customer-selected AOI:

AOE and AOI in customer feedback

Areas of Excellence and Improvement feedback reaches Team Members, who are then able to track customer sentiment after their interactions, and can begin to find patterns in their performance. Team Leaders can also see AOE and AOI feedback, and can use that information to coach Team Members to even better performance.

Important: Areas of Excellence and Improvement are an alternative to Rewards, which as used to motivate team members. You cannot use both features in the same survey.

Configuring Areas of Excellence

When configuring Areas of Excellence, ensure the areas you select align with your team's performance metrics and goals.

Restriction: You can implement AOE or rewards in surveys that already use Rewards.

  1. On the Settings screen, click Rewards/Areas of Excellence.

  2. On the Edit Rewards/Areas of Improvement screen, select Areas of excellence from the dropdown.

    The screen shows all of the AOE available to your company. Dark boxes near the top are active AOE, while light boxes are inactive AOE.

    The Edit Rewards/Areas of Excellence screen

  3. Drag and drop boxes to activate, deactivate, and reorder the AOE on the screen.

    You can have six active AOE. If you need more active AOE, or if you need different AOE available on the screen, contact Medallia Customer Support.

  4. Click Update.

    Important: If you are using rewards, clicking Update replaces rewards with AOE.

Configuring Areas of Improvement

When configuring Areas of Improvement, ensure the areas you select align with your team's performance metrics and goals, and that Team Leaders are able to coach to those areas.

Restriction: You can implement AOE or rewards in surveys that already use Rewards.

  1. On the Settings screen, click Areas of Improvement.

    The Edit Areas of Improvement screen shows all of the AOI available to your company. Dark boxes near the top are active AOI, while light boxes are inactive AOI.

    The Edit Areas of Improvement screen

  2. Drag and drop boxes to activate, deactivate, and reorder the AOI on the screen.

    You can have six active AOI. If you need more active AOI, or if you need different AOI available on the screen, contact Medallia Customer Support.

  3. Click Update.

Monitoring

Team Members can monitor their Areas of Excellence and Improvement at the top of the Stream. For more information, see The Stream.

AOE and AOI in the Stream