Learn to Navigate the User Interface

As an Administrator, you will have access to all parts of the user interface. 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 on 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 for a future date. Event Log: View system events such as survey completion. License Usage: View billing- and license-usage information for the 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 page. Email Reputation: Identify customer 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: Quickly change the display language of the user interface (for your user account only). Timezone: Quickly change the time zone shown in the user interface (for your user account only). Help: View documentation and service health or contact the Mindful 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

Quick access: Settings > Customer Settings

As an Administrator, you have access to the Customer Settings page that contains settings for your entire organization in Mindful Feedback. From there, you can access payment information for your account, generate credentials for secure access, upload company logos, and more.

General Settings and Branding

On the Customer Settings page, the General Settings tab contains basic customizable information that applies to your organization as a whole.

The Branding tab allows you to customize the display of surveys with your company logo and social media links.

This article will walk through the process of configuring organizational settings on the General Settings and Branding tabs.

Customer Name: Enter a name for your organization. We recommend using your official company name, since this value is used by default in a few customer-facing locations. The Customer Name will be displayed to customers and users in the following ways by default:

1. The tab name in a web browser (for web surveys)

2. Several places in an email (for email surveys)

3. In the top-right corner of the user interface (if Show Customer Name on Title Bar is On)

Refer to the article on Email & Web Settings to learn how to override the use of the Customer Name setting.

Additional settings

• Show Customer Name on Title Bar: Toggle the switch On to display the Customer Name in the title bar of the Survey Dynamix UI.

• Show Interaction Phone Numbers to Agents: Toggle the switch On to allow users with the agent role to view the phone number attribute when viewing survey details.

• Reporting Grouping Keys: Select any number of survey attributes to be used to optionally group some reporting data by the selected attributes. Some charts on the Dashboard page can be viewed with the data grouped by a common survey attribute (for example, Product or Billing). You can use the Grouped By dropdown menu on the Dashboard to determine which survey attributes to use when grouping survey responses.

• Week Start Day: Select Sunday or Monday to determine how days of the week are ordered in the calendar used to schedule survey interactions. This also helps to define the Last Week option when filtering Dashboard and Interaction Details data.

• Default Interaction Language: Select a language to use as a default for the Respondent Language/Dialect field when creating new interactions. This default can be changed for individual surveys and interactions, as needed.

Branding Tab

Upload a Logo File: Upload a logo to be displayed on the title bar of the user interface, if desired. The same logo will be used in web and email surveys by default (which you can override at Surveys > Your Survey > Email & Web tab).

Social Links: Enter URLs for your company's presence on popular social networks, if desired. You can then configure email surveys to display these links in the email footer (Surveys > Your Survey > Email & Web tab).

Customer Credentials

The Customer Credentials tab contains unique identifiers and credentials needed to authenticate access to the Mindful Feedback API and the Voice Prompt Recording IVR .

This article will detail the information available on the Customer Credentials tab.

• Customer UUID: This field contains the unique ID for your organization. You will need the UUID to make API calls with Basic Authentication, along with the Auth token.

• Auth token: A unique token to be used as the password for API requests. You will need this value to make API calls with Basic Authentication, along with the Customer UUID. Click the view icon (eye) to view the Auth token in plain text, or click the regenerate icon (spinning circle) to generate a new token.

• Phone PIN: You can use this PIN to authenticate phone calls to the Voice Prompt Recording IVR, which you can use to record voice prompts for your surveys over the phone. Note that PIN authentication is not required if you call the IVR from a phone number matching your Survey Dynamix user account. The phone number of the IVR is shown above this field, as well.

IP Whitelists

The IP Whitelists tab allows you to secure your Feedback organization by only servicing requests from defined sources. You can apply IP Whitelists in two contexts:

• Add Interaction Webhooks (which are unauthenticated)
• API endpoints

Adding IP Addresses to the Whitelists

• The Unauthenticated webhooks field applies to your Add Interaction Webhook, if you have generated one. These webhooks do not require authentication, so under normal circumstances, we recommend not sharing the URL unless truly needed, and regenerating the URL when potentially compromised. Using a whitelist can alleviate some of the risk of these unauthenticated webhooks.

• The API field applies to all API endpoints. Since the API already requires authentication, whitelists add another layer of security for API functions.

To add IPs to either list, enter one per line, then click Save Changes. Note that you can use CIDR ranges on a single line, if needed.

Phone Connections

The Phone Connections tab displays all phone numbers associated with your account. Each phone connection represents a phone number that can be used to begin SMS, Web SMS, Outbound or Inbound survey interactions.

The screenshot above shows the configuration of a single phone connection. Follow the steps below to configure a new connection:

• Enable default survey routing for inbound calls and SMS: If you would like a specific survey to be presented when a voice call or SMS message arrives at this number, toggle the switch On. When turned On, the Default Survey field will be displayed below.

• Default Survey: When default survey routing is enabled (On), select the default survey to present to customers here.

• No Survey Message Text: When default survey routing is disabled (Off), enter a message to be delivered via voice or SMS when a call or message arrives at this number. For voice calls, Mindful will only speak this text if there is no voice prompt specified in the No Survey Message Sound File dropdown menu.

• No Survey Message Sound File: When default survey routing is disabled (Off), you can select a previously uploaded sound file to play when an inbound voice call arrives at this number. If needed, you can add new sound files on the Surveys page.

• Phone Connection ID: If you use the Mindful Feedback API, note this unique ID of the phone connection for later use. You will need to provide a phone connection ID when adding survey interactions via the API. The default phone connection for each capability can be configured in the survey settings, but you will need the ID if you ever need to override the defaults.

• After making changes, click Update to save the changes before leaving the tab.

Integrations

The Integrations tab provides several configurable options for integrating Mindful Feedback with third-party software. You can also use the Integrations tab to configure API authentication settings and the HTTP POST survey trigger event.

The sub-tabs that appear within the Integrations tab are determined by the integration capability enabled on your account. If one of the integration options mentioned in this article is not shown in your Mindful account, contact the Mindful Support team for assistance.

Validated Third-Party Integrations

Mindful Feedback contains pre-built integrations with some of the most popular contact-center software providers:

• Genesys Cloud
• Amazon Connect
• Twilio Flex
• Salesforce (CRM)

For details on how to configure these integrations, refer to the relevant pages in the Integrations section.

OAuth Tab

The OAuth tab allows you to configure an OAuth Client and a Personal Access Token which are used to authenticate your requests to the Mindful Feedback API.

Authentication Methods Tab

The Authentication Methods tab allows you to configure custom authentication credentials for a third-party API.

Click Create New Authentication Method to configure a new method using either Basic Auth or Bearer Auth.

To configure a new method using Basic Auth:

1. Select Basic Auth from the Auth Type drop-down menu.
2. In the Friendly Name field, enter the name of the auth method you are creating. This name will appear in the drop-down menu in a Post to URL event.
3. Your Username and Password will be prefilled.
4. Click the Create button.

To configure a new method using Bearer Auth:

1. Select Bearer Auth from the Auth Type drop-down menu.
2. In the Friendly Name field, enter the name of the auth method you are creating. This name will appear in the drop-down menu in a Post to URL event.
3. In the Access Token field, enter an access token that DOES NOT expire. This can be a long-lived bearer token or another access token.
4. Click the Create button.

The authentication methods created here can be used to authenticate Post-to-URL events triggered in your surveys. Note that the Friendly Name you created is what will appear in the Authentication Method drop-down highlighted below:

Survey Restrictions

Capturing customer feedback is significant, but it is also important not to send too many surveys to the same customer too often. In the Survey Restrictions tab (Customer Settings page), you can create rules to limit the frequency at which Mindful will send specific surveys to specific customers. You can do much more than that on this page, as well. You can restrict how many surveys are conducted for each agent, queue, call type, and other survey attributes.

Adding New Rules

Quick access: Settings > Customer Settings > Survey Restrictions tab

• To add a new rule, click Add Rule on the Survey Restrictions tab.

• In the Add Rule modal window, provide the required information for each of the prompts, as seen below. See the Understanding rule configuration section below to learn more about each of the required fields.

• Click Add Rule in the modal window to save the new rule.

To edit an existing rule, click the Edit icon (pencil) in the appropriate row. Update the fields as needed, then save your changes.

To delete an existing rule, click the Delete icon (trash can) in the appropriate row.

Understanding Rule Configuration

Survey restrictions take the form of one or more restriction statements in the following format:

Restrict [survey type/all survey types] for [survey/all surveys], send no more than [n] surveys in [x][time period], where [attribute] is [value/same]

The following table describes each of the required parameters.

The above image is that of a survey restriction that prevents the same phone number from receiving any type of survey more than one time every two weeks. Also explained using the prior format:

"Restrict [all survey types] for [General Survey], send no more than [1] surveys in [2][weeks], where [phone number] is [same]"

Multiple survey restrictions can be created and these are evaluated from top to bottom. If any of the survey restrictions apply for the given survey the survey is restricted.

Example

As an example of survey restrictions in use, consider that you wish to send approximately 15 surveys for each agent per day. If the agent handles 10 calls per hour, then a rule such as...

"Restrict [All survey types] for [All Surveys], send no more than [15] surveys in [1][days], where [agent_id] is [same]"

...would mean that 10 surveys are sent in the first hour, five in the next hour, then no further surveys for the duration of the day.In order to better distribute the surveys across the day, a rule such as...

"Restrict [All survey types] for [All Surveys], send no more than [1] surveys in [30][minutes], where [agent_id] is [same]"

...would mean that one survey is sent every 30 minutes of the day. Assuming an eight-hour day, that would create an even distribution of 16 surveys across the entire day.

Payments

Mindful Feedback services include various telephony services that accrue costs over time. While your pre-allocated drawdown amount may cover those costs, there are situations in which you may need to exceed the allocated amount. In these situations, you can pre-purchase credits on the Payments tab of the Customer Settings page.

Quick access: Settings > Customer Settings > Payments tab.

Once you have added a card, you will see two options beneath the header Add funds to your account:

• Make a one-time payment
• Configure auto top-up

Make a One-Time Payment

To make a one-time payment, click the one-time payment option and complete the form that appears. Enter a dollar value in USD and choose how to pay for the transaction surcharge.

Configure Auto Top-Up

To configure Mindful Feedback to automatically top-up your Mindful account, click the auto top-up option.

On the form that appears, select the threshold to trigger a top-up and the amount to be credited. Choose how you would like to handle the 3% surcharge in the appropriate field, as well.

The screenshot below shows an example where the account will be credited $500 USD when the current balance drops below $25:

Create and Manage Surveys

Mindful Feedback offers flexible options to deliver the most effective surveys to the right customers 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

When designed effectively, you can present the same survey to users in any channel and in any language. This section covers the process of creating and managing surveys to create the most engaging and effective interactions with your customers.

Understanding 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 customers, such as via voice call, email, or web interface.

The following table lists the types of surveys available with a description of each type.

Examples of Survey Types

The following video shows examples of what each of the survey types may look like to customers.

Understanding Survey Attributes

Before learning about surveys and interactions, it is important to understand survey attributes. When a customer takes a survey, the Feedback application creates a record called a survey interaction. A survey interaction consists of a set of attributes that define the survey taken by the customer, 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
• and more...

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

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 about survey attributes, including how to add custom attributes of your own, see the Survey Interaction Data Model and Manage Interactions articles.

Creating and Managing Surveys

To create new surveys or manage existing surveys, click Surveys in the sidebar menu.

• To create a new survey, click Create New Survey. When adding a new survey, you will first see a list of templates to help you get started. Select an existing template that closely matches the purpose of your survey or select Blank survey to start without any predefined questions.

Now you know how to create a basic survey, but there is still more to learn! See the Survey settings guides to take the next step in managing surveys, or consult one of the guides listed below to learn more about a specific topic:

Create Survey Interactions

Every survey interaction has metadata associated with it, including the default survey attributes, custom attributes, and survey responses. You can generate new survey interactions for customers in a variety of ways, including: a form in the user interface a CSV file upload a webhook and more... For a complete list of methods for creating interactions, see the Creating Survey Interactions how-to guides.

Manage Users in Your Organization

The Manage Users page allows you to add, remove, and edit user accounts for your organization in the Feedback application. From here 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

Adding and Editing User Accounts

Quick access: Sidebar menu > Manage Users

1. To add a new user, first click Manage Users in the sidebar menu, then click Add User.
2. Provide user details in the required fields in the modal window that appears, then click Create New User.
3. To edit or delete an existing user, click the Edit user settings button (gear icon) in the row associated with the user.

To learn how to add users in bulk via CSV files, see the Adding Users how-to guide.

Creating and Managing User Groups

In Mindful Feedback, you can assign users to groups to filter Dashboard reports and optionally allow users to view the interaction details of other group members. On the Manage Users page, the User Groups tab lists all available groups in your organization. You can add new groups, edit existing groups, and manage the members of each group on the User Groups tab.

You can create a new group in one of several ways:

• In the User Groups tab of the Manage Users page, or...
• Via the New User modal window when adding a new user, or...
• By uploading a CSV file containing new users with a new group name associated with them

To create or edit a User Group, follow the steps below:

Quick access: Manage Users > User Groups tab

• To create a new group, click New User Group on the Manage Users page (User Groups tab). A new entry will appear in the list.

• To edit the name of a group, click the Edit button (pencil icon) in the appropriate row.

• To add users to a group, click Manage Members in the appropriate row. This will expand the row to display all current members in the group. You can add new members and set their visibility and reporting levels from here.

• To update reporting levels or visibility for individual users in a group, make the necessary changes in their row, then click the checkmark icon. See below for more information on these options.

• To delete an existing group, click the Delete button (trash can icon) in the group's row.

You can determine whether each group member's interaction details can be viewed by others in the group, while also determining which group members are allowed to view other members' interactions. Consult the details below to learn how to adjust the visibility for individual group members.

• Visibility column: Click the column title to open a dropdown menu to choose between Visible to group, Visible, and Not visible. After making a selection for the column title, Admins can toggle the switch in this column On or Off for each user.

  • Visible to group: This is the default selection for the column. When selected, the list shows all users in the group and their visibility status.
  • Visible: When selected, the list will only show group members whose interactions are visible to the group.
  • Not visible: When selected, the list will only show group members whose interactions are not visible to the group.

• Reporting level: Select All group results to allow the associated user to see interactions of other visible users, or select Only their results to only allow the user to view their own interactions.

Managing Roles and Permissions

Every user in Mindful Feedback is assigned a role. This role determines what permissions the user has and how much of the UI the user can access. Mindful Feedback includes three customizable default roles (Admin, Supervisor, and Agent), and you can add custom roles to grant the precise permissions needed for your users.

Quick access: Manage Users > Manage Permissions tab

Creating, Editing, and Deleting Roles

Follow the steps below to create a new custom role:

1. Click Add Role in the Manage Permissions tab (Manage Users page).
2. Provide a name for the role, then click Create New Role.
3. Click the X permissions assigned link beneath your new role to begin assigning permissions. By default, a new role will have Forbidden assigned to all permissions.
4. In the modal window that appears, review each available permission and set the access levels desired (Forbidden, Can view, or Can edit).

Alternatively, you can click Duplicate Role beneath any existing role listed on the screen to use an existing role's configuration as the starting point for a new one.

To edit an existing role, click the X permissions assigned link once more, make any changes needed, then click Update Role.

To delete a role, click the X permissions assigned link then click Delete Role.

View Reports and Survey Data

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

Real-Time Reporting (Dashboard)

The Dashboard provides a variety of real-time reporting metrics and statistics for an overview of system health and operation.

The Filters tab allows you to limit the data in the Dashboards according to user group, survey, date range, and other factors. It is important to familiarize yourself with the filters and advanced options available on this page so that you can find the exact data you need at any given time.

• Saved Dashboards button: You can add filters to an existing Dashboard by clicking this button. It will apply currently-selected filters to any Saved Dashboard you select.

• Refresh icon: Click the Refresh icon to manually refresh your screen at any time.

• User Group: If you have any groups defined under Manage Users the User Group option will appear. Use the dropdown to select a user group to view. If you do not have any User Groups defined, you will not see the User Group option on the Filters tab.

• Survey: Use the dropdown to select a survey's statistics to view. You can view individual or all surveys.

• Date Range: Select a date range from the dropdown list. You can select custom dates by choosing the Custom Range option in the dropdown.

• Advanced: Click to expand our Advanced filtering options.

  • Date Filter Type: Select from preset date filter types to further refine the data output in the Dashboard.
  • Respondent Language/Dialect: If your survey was offered in multiple languages, you can filter results by language.
  • Add Custom Filter: Use this option to filter results by other data gathered.
  • Add Question Response Filter: Use this option to filter results by a specific type of question and its response.
• Other elements

  • Saved dashboard reports tab: If you have saved any Dashboard reports, they are accessible on this tab.

  • Surveys widget: A quick overview of initial statistics for specified surveys scheduled or completed within the Date Range.

Dashboard Widgets

Once you create your surveys and start receiving responses, your filters will visualize the data gathered. Click the links below or use the navigation panel to read more about each widget on the Dashboard.

Viewing standalone dashboard widgets: An overview of all of the widgets.

Historical Reporting

You can find historical reporting data on several pages in the Feedback UI, depending on the type of information you need. Pages containing financial/billing data or sensitive customer information are only accessible to Administrators, as noted in the list below. Consult the following list and click any of the available links to learn more about historical reporting.

Interaction Details: View detailed information about survey interactions, including survey attributes and customer responses. Event Log: View events related to the functioning of the application (integration data syncing, survey completion, triggered events, etc.). License Usage: (Admin only): View your organization's usage data by cost, units used, or funds added. Here you can see exactly how your available funds are being used in your organization. Email Reputation: (Admin only): View a list of email bounce-backs and automated complaint responses to keep your customer email lists clean and useful.

Next Steps

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

• Watch Words: Learn to configure a list of words to be highlighted in the Text Response Cloud on the Dashboard page.

• Do Not Contact List: Learn to manage the DNC list to comply with applicable communications laws.

• Triggers and Events: Learn to create advanced survey flow options using Triggers and Events.

• Integrations (Genesys Cloud, Twilio, etc.): Learn how to fully realize the advantages of integrating your ACD environment with Mindful Feedback.

• API Documentation Learn how to programmatically add survey interactions, retrieve results, and deliver surveys via your own applications.