The Surveys application includes several sets of reports, however, further reporting is available in the main Scorebuddy application if you are using the Agent Insight or Analytics modules. These are discussed in a subsequent section below.

The Surveys reports have a date filter on the top right hand corner which will apply to the whole suite of reports.

The reports are summarised as follows, with example screens below:
1. Dashboard – surveys delivered, opened, completed and user statistics 2. Snapshot – Scores per question 3. Trend – Scores per question per period (week, month etc) 4. Survey Log – a log of all surveys (completed or not) including details of the customer and agent who handled the interaction (hover over), all of which can be exported to Excel.

Reporting Surveys in Scorebuddy

Besides the reporting delivered in the Surveys application, additional reporting is available in Scorebuddy, if you are using either the Agent Insight or Analytics (optional) modules. Each is described separately, but in order to view the results configuration is required in Scorebuddy in the Surveys Settings tab (top right-hand corner menu).

As seen below, clicking on Survey Settings in the Scorebuddy menu (top right-hand corner), shows active surveys, assigned by Group, which can then be displayed in Analytics or Agent Insight Dashboards, with the opportunity to determine which questions are displayed to agents or supervisors in the case of Agent Insight.

Survey Reports in Analytics

When the Surveys additional module is enabled, a new tab appears in the Analytics subnavigation menu on the right-hand side, 'Surveys'. Using the filter, the user (depending on their access permissions) can view one or more surveys assigned to their Group/Team, as well as selecting which questions should be displayed, as shown in the image below.

The image below shows the results of the selected Survey (and questions), with the overall ‘snapshot’ view on the left and the trend view on the right, each viewable by week to date, month to date etc. Each display can be toggled between graphical and tabular views.