Customer Workspace Ideas Portal
Customers using Post Call Surveys are able to collect ratings successfully, and the data is visible in Call Logs and under Dashboard → Inbound Calls Feedback & Voicemail Analytics → Post Call Survey.
However, there is no clear or dedicated agent-level comparison view that allows customers to:
Easily compare agents side-by-side
Identify top-performing vs underperforming agents based on survey ratings
View aggregated metrics (average rating, response count, trends) per agent in one place
Currently, users must manually:
Apply filters per agent
Hover over individual data points
Export call logs to analyze performance externally
This creates confusion and friction, especially for customers using Post Call Surveys for agent coaching, QA, and performance reviews.
Customer expectation:
A reporting view similar to other analytics dashboards where Post Call Survey results can be:
Grouped by agent
Compared across agents
Filtered by date range and call direction
Viewed as aggregated metrics (avg rating, total responses)
Impact:
Customers initially believe survey data is missing or broken
Limits the usefulness of Post Call Surveys for team performance analysis
Increases support queries related to “where are the ratings?” and “how do I compare agents?”
Suggested improvement (high level):
Add an Agent-wise Post Call Survey report
Include sortable columns (agent name, avg rating, total ratings)
Optional trend view over time
