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Survey Reports

To access survey reports, click the reports icon. Then expand the Summary Reports and Survey Reports folders. The following survey reports are available:

  • Survey Conversion Rate - Shows the number of surveys completed by customers compared to the number of surveys offered by agents during a set time period.
  • Survey Performance - Shows the average rating of each survey.

Depending on the report selected, the following report items are available:

  • Average Rating - The average overall score that the survey received.
  • Conversion Rate - The percentage of surveys offered that were completed by customers.
  • Survey Name - The name of the survey offered.
  • Surveys Answered - The number of surveys completed by customers.
  • Surveys Offered - The number of surveys offered to customers.