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

Feedback Visits

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”
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.
Questions
Name
Description
Question
The feedback questions, as defined in dim_cf_questions.
Measures/Metrics
When feedback is used together with a time dimension, the feedback should be placed in the time slot for when the Visit started. The answer time should be in the time slot for when the Visit ended, when it is used together with a time dimension.
The following feedback metrics are available:
Name
Description
Feedback, average
The average feedback value.
Feedback, 0
The number of Customers that entered 0 as feedback
Feedback, 1
The number of Customers that entered 1 as feedback
Feedback, 2
The number of Customers that entered 2 as feedback
Feedback, 3
The number of Customers that entered 3 as feedback
Feedback, 4
The number of Customers that entered 4 as feedback
Feedback, 5
The number of Customers that entered 5 as feedback
Feedback, 6
The number of Customers that entered 6 as feedback
Feedback, 7
The number of Customers that entered 7 as feedback
Feedback, 8
The number of Customers that entered 8 as feedback
Feedback, 9
The number of Customers that entered 9 as feedback
Feedback, 10
The number of Customers that entered 10 as feedback
Feedback, Yes
The number of Customers that entered Yes as feedback
Feedback, No
The number of Customers that entered No as feedback
Feedback, text
The free text feedback
Feedback, count
The number of Customers who provided feedback
Feedback, NPS
Calculate NPS, based on the 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.
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.
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.
Transaction Time, Max
The maximum transaction time.
Waiting Time, Max
The maximum waiting time.
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