Understanding the level of satisfaction and overall sentiment of your callers when they speak with your agents will assist you in measuring the success of your investment in coaching them.
daisee's Caller Satisfaction feature offers you a valuable tool to gain insight into the overall level of satisfaction experienced by your callers.
In this article, you’ll learn about:
How to access Caller Satisfaction
This feature can be accessed by selecting Caller Satisfaction from the side menu (under the Insights section)
Key Information in the Caller Satisfaction feature
Here, you will find a range of key information that will help you to understand your caller satisfaction levels:
Caller Net Satisfaction
daisee's proprietary algorithm analyses and categorises callers into 3 segments, with each segment representing the level of satisfaction. The three segments are as follows:
Detractors: Callers who were likely not happy with the call
Neutrals: Callers who were likely neither happy nor unhappy with the callPromoters: Callers who were likely happy with the call
The overcall Caller Net Satisfaction score is the difference between percentage of promoters and percentage of detractors. If the percentage of promoters is greater than the percentage of detractors, then the overall score is positive. If the percentage of detractors is greater than the percentage of promoters, then the overall score is negative.
Call Volumes (by satisfaction level)
Call Volumes is a donut chart visualisation that helps you get a quick view of the split of calls by different segments - promoters, neutrals and detractors.
Caller Net satisfaction (by week)
The Caller Net Satisfaction data is also presented on a weekly basis. This helps you identify trends and track changes in caller satisfaction over time. By analysing weekly trends, you can pinpoint improvements or declines, which can better allow you you identify possible causes for such movements in caller satisfaction.
Caller Net Satisfaction - Positive
In this section, you can view Net Satisfaction scores and Number of Calls based on your choice of value (including by agent, queue, review status or team). This enables you to tailor your net satisfaction analysis to your specific needs and objectives.
Choose this value (agent, queue, review status or team) from the dropdown menu in this section. You also have the option to filter for a minimum number of calls required. This table will be sorted in order of descending Net Satisfaction score.
Table View
The table view presents a tabular representation of your caller satisfaction data. It includes detailed information about each call, such as agent, queue, call date, satisfaction likelihood, call length and QA scores. You can even jump into specific calls from this table (using the call link) making this view is helpful for in-depth analysis and auditing.
Filtering your Caller Satisfaction Information
daisee's Caller Satisfaction feature offers various filtering options to help you narrow down the data and extract valuable insights. You can filter your Caller Satisfaction information by the following criteria:
Team:
Filter data by specific teams in your organisation. This is useful for comparing performance across different teams.Review Status:
Filter by the status of call reviews, allowing you to focus on pending or completed reviews.Queue:
Filter data by the queue from which calls originated. This can help identify queue-specific trends in satisfaction.Call Date:
Specify a date range for the calls you want to analyse. This is useful for tracking performance over a specific time period.NSAT Present:
Filter calls based on whether Net Satisfaction scores are present. You can separate calls with and without scores.Agent:
Filter data by the specific agents who handled calls. This enables you to evaluate individual agent performance.Queue Group:
Filter data by the groupings of queues within your organisation.Call ID:
Search for calls by their unique identification numbers. This is handy for retrieving specific call details.
