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Answer Feedback Details (By Answer) - Analytics Cookbook Recipe — Cloud Customer Connect
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Answer Feedback Details (By Answer) - Analytics Cookbook Recipe

Received Response
edited Oct 19, 2017 3:39PM in Reporting & Analytics for B2C Service 2 comments


Feedback Details

By Answer

Author: Joe Landers

Difficulty rating:  (Basic) 

Target persona:  Business Analyst, Knowledge Administrator, Training Manager

Customer feedback can be one of the most valuable tools to improving Customer Experience. This report collates all Feedback on Answer incidents into one easy-to-read report.


1 Table (incidents)

1 Standard Columns 

Columns using formula (1 date_group(), 1 count(*))

2 Variables (date_group(), 1 using rtrim(), substr(), instr()) (NOTE: see attached full report write-up for good explanation)

1 Crosstab Display

Calculation (total)

Overall description/purpose: Helpful % on the Answer Effectiveness report sheds light on Customer Satisfaction with any given Answer. Opening up the Feedback on Answer Incidents enables end customers who vote "No" (This was note helpful) to provide additional feedback as to why it wasn't helpful. 

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