Orchestra Business Intelligence User Console Basics : Business Intelligence Calculations : Feedback
  

Feedback

The Feedback reports can for example be used to compare the waiting time for Customers who answered that the waiting was too long with those who answered that the waiting was not long. You can also, for example, get the average answering time per answer, which may tell you if those providing a poor rating are more eager to provide feedback.
The following sections are available for the creation of Feedback reports together with the general sections Branch, Date, Staff and Time.
Customer
Name
Description
Gender
The gender of the Customer. One of ”F” (Female) , ”M” (Male) or ”U” (Not set)
Language
The language that was used to serve the Customer, e.g. ”English”.
VIP Level
The VIP level of the Visit, e.g. “1” or “Gold”
Context Marketing
Name
Description
Vertical Message Name
The name of the Vertical Message.
Day filter
Name
Description
Day
Relative date selection
Service
Name
Description
Queue Type
The Queue type for the Visit transaction. One of QUEUE, SERVICE_POINT, STAFF_POOL, STAFF_QUEUE
Queue Name
The configured name of the Visit transaction Queue, e.g.” Queue A”
Service Name
The configured name of the Visit transaction Service, e.g.” Service A”
 
Visit
Name
Description
Entry Point
The configured name of the entry point where the Visit transaction was initiated.
Service Outcome
The configured name of the Service outcome for the Visit transaction.
Service Point Name
The configured name of the Service point where the Visit transaction was served.
Work Profile
The Work Profile name.
 
 
Feedback
Name
Description
Value
Visit answers, as defined in dim_cf_numeric.
Text
Visit answers, as defined in dim_cf_text.
Questions
Name
Description
Question
The feedback questions, as defined in dim_cf_questions.
Measures/Metrics
The following Feedback measures are currently available:
Name
Description
Feedback, text
The free text feedback.
Feedback, count
The number of Customers who provided feedback.
Feedback, entered
This is counting the feedback in exactly the same way as for "Feedback, count" but this is placed in the timeslot for the timestamp of the feedback event, making it possible to see when the feedback was provided.
Feedback, average answer time
The average time, in minutes, between Visit end and the feedback event.
Feedback, max answering time
The longest time, in minutes, between Visit end and the feedback event.
Feedback, NPS
Calculate NPS, based on the feedback.
The following count metrics are available:
Name
Description
Transaction Time, Average
The average transaction time.
Waiting Time, Average
The average waiting time.
Walking Time, Average
The average walking time.
Wrapup Time, Average
The average wrap-up time.
Called
The number of called Customers.
Transaction Time, within sl
These are the transactions with a transaction time equal to or less than the transaction time Service Level.
Waiting Time, within sl
These are the transactions with a waiting time equal to or less than the waiting time Service Level.
Entered queue
The number of Customers that entered the Queue, all outcomes are included.
Transaction Time, Max
The maximum transaction time.
Waiting Time, Max
The maximum waiting time.
No Shows
The number of no shows.
Removed by staff
The number of removed Customers. This includes visit_outcome 3.
Removed by reset
The number of removed Customers. This includes visit_outcome 8 and 11.
Removed by customer
The number of removed Customers. This includes visit_outcome 9.
Served
The number of served Customers.
TTD 1 (0–3 min)
The number of Customers with a transaction time from and including 0 but under 3 minutes.
TTD 2 (3–6 min)
The number of Customers with a transaction time from and including 3 but under 6 minutes.
TTD 3 (6–9 min)
The number of Customers with a transaction time from and including 6 but under 9 minutes.
TTD 4 (9–12 min)
The number of Customers with a transaction time from and including 9 but under 12 minutes.
TTD 5 (12–15 min)
The number of Customers with a transaction time from and including 12 but under 15 minutes.
TTD 6 (15- min)
The number of Customers with a transaction time from and including 15 minutes.
Transaction Time, Total
The total transaction time.
Visits
The number of Visits.
Waiting Time, Total
The total waiting time.
Walking Time, Total
The total walking time.
Wrapup Time, Total
The total wrap-up time.
WTD 1(0–3 min)
The number of Customers with a waiting time from and including 0 but under 3 minutes.
WTD 2 (3–6 min)
The number of Customers with a waiting time from and including 3 but under 6 minutes.
WTD 3 (6–9 min)
The number of Customers with a waiting time from and including 6 but under 9 minutes.
WTD 4 (9–12 min)
The number of Customers with a waiting time from and including 9 but under 12 minutes.
WTD 5 (12–15 min)
The number of Customers with a waiting time from and including 12 but under 15 minutes.
WTD 6 (15- min)
The number of Customers with a waiting time from and including 15 minutes.
Called by Cherry Pick
The number of Customers called by cherry picking, visit_call_type 1.
Called by Walk Direct
The number of Customers that were called by walk direct, visit_call_type 2
Called by Work Profile
The number of Customers that were called by workprofile, visit_call_type 3
Ended by timeout
This is the number of Customers whose transactions ended by a terminal timeout, visit_outcome 13 and 14.
Identified customers
The total number of Visits with a Customer id. Not all Visits may have a Customer id so this is the number of Visits that have a Customer id, no matter if the same id appears multiple times.
Unique identified customers
The total number of unique Customer id. This is the total number of unique Customers, so multiple occurrences of the same customer_id are counted only once.
Number of single visits
This is the number of Visits where the Customer id only appears once, the same Customer has not performed any more Visits.
Max customer visits
The maximum number of Visits for a Customer id.