Introduction

The Interview Summary Report provides an overview of responses gathered from callers through the Interview module. This module presents a questionnaire to callers after a routed call has ended. Depending on the configuration, callers may be prompted to participate immediately or be called back by the UCS system if they have disconnected.

This report is exclusively accessible to supervisors with 'System Access' authorization.

Purpose of the Report

The Interview Summary Report is designed to assist supervisors in analysing caller feedback collected through post-call surveys. It helps in identifying areas of customer satisfaction and dissatisfaction.

Key Elements of the Report

The report contains the following sections:

Header

Name of the Report: As defined during the report setup.

Original Report Type and Report Period: Specifies the type and time frame of the report.

Per Interview

Interview: The name of the interview module used.

Question: The question presented to the caller.

Count: The number of times this question was answered.

Average: The average score given by callers for this question.

Footer

Generation Date and Time: Timestamp when the report was created.

Use Case Example

A supervisor wants to assess customer satisfaction with a new service offered by the contact centre. By reviewing the Interview Summary Report, they can analyse the responses to specific questions, compare satisfaction scores across different periods, and use the insights to implement improvements or maintain current practices.

Conclusion

The Interview Summary Report is a crucial tool for supervisors seeking to evaluate caller feedback efficiently. By analysing this data, supervisors can gauge customer satisfaction and make data-driven decisions to enhance service quality.