HELP FILE

Rep Survey Report

The Rep Survey Report displays each representative’s session end details (if configured).

Rep Survey Summary

  • Rep Name: The representative’s first and last name

  • Rep Team: The team to which the representative belongs

  • Sessions Finished: Total sessions completed by the representative

  • Sessions Rated: Total sessions where the customer completed the rating scale on the feedback form

  • Sub Rep Team: The sub team to which the representative belongs

  • Representative Ratings Fields: Evaluations and feedback, displayed in total numbers and percentages, submitted by representatives following the session’s end

Rep Survey Details

  • Rep Name: The representative’s first and last name

  • Session ID: Unique identifying number associated with each session

  • Custom Fields: Data submitted by the representative following the session, which can be customized for your account. Please contact support by scrolling to the bottom of this article and selecting an available contact option for further assistance.

  • Rep Team: The team to which the representative belongs

  • Sub Rep Team: The sub team to which the representative belongs

  • Rep Attendees: The names of all representatives who participated in the session

  • Portal Name: The portal to which the query was posted

  • Session Start Time: Date and time the session started

  • Session End Time: Date and time the session ended

  • Session Duration: The actual amount of time that the customer and representative were connected in a session

  • Rep Participation Duration: The actual amount of time that the representative spent in session, including the time it took the customer to connect in

  • Question/Code: The text posted at the portal entry page by the customer at the initiation of the session; as configurations of the portal may vary, this field might appear as Session Initiated. In Phone Mode configurations, this is the connection code