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 (please contact Customer Care for questions about customization)
  • 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