Overall agent score and leaderboard

There are various areas on the Dashboard where the survey responses will be measured on an agent basis. Each survey interaction has an attribute called agent_id which associates the interaction with an agent (customer service representative/other resource providing service). It is important that there is a matching user in Mindful Feedback with the same "agent_id" in order for the resource's name to appear on the dashboard.

Overall Agent Score Chart

The overall agent score chart shows the overall result for Number and NPS-type questions that are flagged as agent score questions in the survey settings. The default measure for this score is the normalized mean, which takes an average of all responses as a percentage of the maximum possible response for each question. This widget also breaks down the results into counts of positive, negative, and neutral responses.

image of the overall agent score widget

Leaderboard

The Leaderboard allows you to view rankings of any survey attribute based on several different criteria (mean, top percent, etc.). By default, the Agent ID is selected, with ranking based on a normalized mean, but you can measure more than just agent performance here. The following examples show several potential combinations of attributes and criteria, and you can analyze custom attributes on the Leaderboard, as well.

image of the Leaderboard with Agent ID and Normalized Mean set as filtersimage of the Leaderboard with Survey Type and Top Percent set as filters
image of the Leaderboard with Call type and Count set as filters

Additionally, this table can be downloaded or copied to the clipboard. If you click an agent name in this list, the Dashboard will automatically be filtered to show only results for that agent.

Viewing Personal Results

If no user group is selected, agent users will see only one row for their own results, and if a member of a user group is not set to visible within that group then their row will not appear to other members of the group. However, the rank field will still show the user their position out of all agents, including invisible ones. This allows supervisors to preserve anonymity between agents while still giving them a measure of their results compared to the group as a whole.