Areas of Excellence and Areas of Improvement

While customer feedback after support interactions includes useful information on its own, you can make that feedback more quantifiable and actionable by implementing Areas of Excellence (AOE) and Areas of Improvement (AOI). These features enable customers to pinpoint what an agent did well or what they could have done better, selected from 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

AOE and AOI 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.

Configuring Areas of Excellence

When configuring AOE, make sure that the AOI you select are aligned with your team's performance metrics and goals.

Important: You can implement AOE or rewards in surveys, but not both. For more information about rewards, see 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 AOI, make sure that the AOI you select are aligned with your team's goals, and that Team Leaders are able to coach to those areas.

  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 AOE and AOI at the top of the Stream. For more information about the Stream, see The Stream.

AOE and AOI in the Stream