Navigate the user interface

Administrators have access to all parts of the user interface, so it is a good idea to familiarize yourself with the UI and the main navigation menu in the sidebar:

Click any of the following links to learn more about the pages available in the sidebar menu.

• Dashboard — View real-time reporting metrics for an overview of system health and operation.

• Send Surveys — Add new survey interactions via the New Survey Interaction form.

• Surveys — Configure survey questions, styling, templates, and more.

• Interaction Details — View historical data (including survey responses and attributes) or schedule reports.

• Event Log — View system events such as survey completion.

• License Usage — View billing- and license-usage information for users in your organization.

• Do Not Contact List — Manage the DNC list to comply with applicable legal requirements.

• Watch Words — Configure a list of words to be highlighted in the Text Response Cloud on the Dashboard.

• Email Reputation — Identify respondent email addresses that are undeliverable or which reply with complaint responses.

• Manage Users — Add or Remove Users, manage User Groups, and configure Permissions.

• Settings — Configure settings for your entire organization (Customer Settings) or your personal user account (User Settings).

• Language — Change the display language of the user interface (for your account only).

• Timezone — Change the time zone shown in the user interface (for your account only).

• Help — View documentation and service health or contact the Support team.

• Log Out — Log out of the application. You will be required to log back in with your password when you return.

Configure global settings

Administrators have access to the Customer Settings page (Settings > Customer Settings) that affects your entire organization. From there, you can access payment information for your account, generate credentials for secure access, upload company logos, and more.

Create and manage surveys

Mindful Feedback offers flexible options to deliver the most effective surveys to the right respondents in the right channels at the right times. These options include:

• Multi-channel delivery: text (email, web, sms) or voice (inbound/outbound calls) for the same survey
• Customizable language or dialect
• Dynamically adjusted wording of text prompts via conditional statements

To learn more, see Managing surveys.

Survey types

Mindful Feedback supports multiple delivery methods for surveys, also known as survey types. A survey type determines the way in which feedback will be collected from respondents, such as voice call, email, or web interface.

Survey attributes

Before generating survey interactions, it is important to understand survey attributes. When a respondent takes a survey, Feedback creates a record called a survey interaction, which consists of a set of attributes that define the survey taken by the respondent, including core (predefined) and custom attributes. The predefined attributes inform Feedback of important details such as:

• the identity of the survey recipient
• the scheduled time of a survey
• the recipient's contact information
• the survey language

Some attributes associate context to a survey, recording such things as the queue the respondent entered and the agent that helped the respondent.

The attributes of a survey are set when the survey interaction is created. You can update the attributes later, either manually or by integrating with another platform.

To learn more, including how to add custom attributes, see the Survey Interaction Data Model and Manage Interactions articles.

Create survey interactions

Every survey interaction contains metadata, including the default survey attributes, custom attributes, and survey responses. You can generate new survey interactions for respondents in a variety of ways, including:

• a form in the user interface
• a CSV file upload
• a webhook

For a complete list of methods for creating interactions, see the Create Survey Interactions guides.

Manage user accounts

The Manage Users page allows you to add, remove, and edit user accounts for your organization. From this page, you can add new agents, supervisors, or administrators to the platform with customizable permissions. You can also create user groups on this page to more easily manage your teams.

You can add new users to your Feedback organization in several ways:

• By inputting user information directly into the UI
• By uploading a CSV file with details for multiple new users
• Via automatic syncing available from some third-party integrations

To learn more, see the Users and groups guides.

View reports and survey data

Mindful Feedback provides both real-time and historical reporting throughout the UI. In addition to reporting on survey interactions, you can also view application events, license usage data, and more.

To learn more, see the Reporting guides.

Next steps

This guide has covered the basics of navigating the Mindful Feedback UI and managing configuration, but there is more to learn! You can explore the additional topics listed below to learn more about administrator functions.

• Watch Words — Configure a list of words to be highlighted in the Text Response Cloud on the Dashboard.

• Do Not Contact List — Manage the DNC list to comply with applicable communications laws.

• Triggers and Events — Create advanced survey flows using Triggers and Events.

• Integrations — Fully realize the advantages of integrating your ACD environment with Mindful Feedback.

• API Documentation — Programmatically add survey interactions, retrieve results, and deliver surveys via your own applications.