Open Forum

In https://docs.8x8.com/8x8WebHelp/VCC/Post-Call-Survey/Content/PostCallSurvey/PostCallSurveyResults.htm is says

• Survey Result Totals: The following metrics are presented in a bar graph.
  • Offered: Number of customers who were offered the option to take the survey.
  • Opted In: Number of customers who opted in to take the survey.
  • Started: Number of customers who started taking the survey and stayed for the duration of listening to the first question prompt.
  • Completed: Number of customers who provided valid responses to all questions presented in the survey.
• Data for Survey Questions: The following metrics are presented for each question in a pie chart.
  • Answered: Number of customers who answered this survey question. This includes valid and invalid responses. If a question is offered more than once to a caller, we consider the last input received for that question.
  • Hung up: Number of customers who hung up after listening to the question prompt.
  • Skipped: Number of customers who failed to respond to a survey question (valid or invalid) through the time out duration or the system failed to capture the input.
  • N/A: Number of customers who hung up before being prompted with the question. Caller didn't complete interaction with the question.
  • Invalid: Number of invalid responses to the question.
  • Score: The average score for a given question.

Yet in the associated Image, it shows

22 Offered

22 Opted In

21 Started

12 completed.

Q1 - 21 Answered, 1 Hung Up, 9 Skipped

How can 31 provide a response if only 22 were offered surveys?

We have similar bogus stats, such as

1253 Offered

425 Started

Q1 - 87 Answered, 42 Hung Up, 46 Skipped (175 in total. This should equal the STARTED value of 425??)

Anyhoo, do these figures actually balance for anyone?

Yeah I must admit the charts are no help whatsoever; we just download the results and use those for our KPI's,

Hi David, thank you for sharing this.

We would really appreciate your feedback on what KPIs you would like to see in the Post-Call Survey charts. 

We're working on modernizing the PCS widgets and we absolutely want to hear about your needs and concerns. 

Thank you!  

Thank you, Jonathan, for this feedback. This is absolutely something we want to bring to our customers, so stay tuned! 

We only use the detailed results and export them in to a template created in excel to give us our own charts and overview as the ones on system never match the data.

Hi Dawn, thank you for sharing this feedback.

Would you be open to share with us the charts that you're creating based on the detailed data? You can do this either here, either by emailing our support team, or by sharing your feedback directly from the Post-Call Survey Analytics product (top right corner).  

We're modernizing our analytics, PCS including, and we would love to understand your unmet needs. 

Thank you!  

Hi Ben, thank you for sharing this with us. 

Could you please send us the details about your tenant, user and post-call survey script ID? And we'll make sure to clarify the numbers. 

You can share these details with us either by emailing our support team, or by sharing your feedback directly from the Post-Call Survey Analytics product (top right corner). 

Thank you  

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https://vcc-ce.8x8.com/analytix/assets/common/js/postCallSurvey-091aade4851510f14521756a1f7bb3fd.js

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Ben Fischer
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Ben, it looks like we have a small issue there with the feedback form. Thank you for bringing this to our attention! It will be fixed soon, so if you could try again in a few days it would be great.   

Hi Natalia,

Main thing for me is that we want to be able to schedule filtered versions of the reports to be emailed to stakeholders...

Some questions really don't need to show in the stats so it would be good if we could hide these (eg. Would you like to record feedback?)

Some questions are for KPI's so we'd want to give those priority

It would be good to be able to give weighting to the questions - for some a neutral score would be considered good...

It would also be good to have transcription of recorded feedback built in - could also do some good analytics with that...

Our high level board report looks like this... 

Hi David, this is great feedback! We already plan to implement most of the functionality that you've listed part of our PCS Analytics product. So stay tuned for the improvements we'll be bringing to the product! 

While we're discussing post call surveys  and things we'd like to see, could we have the same option in webchat?