📥 Feedbacks

Monitor and manage customer responses in real-time. The Feedbacks module acts as your central command for service recovery and quality control, allowing you to track scores, assign tasks to agents, and communicate directly with customers.

Feedbacks List View

📋 Feedbacks List Overview

The main table provides a high-level summary of customer sentiment and operational status. It is designed to handle high volumes with advanced filtering and export capabilities.

🔑 Key Actions

Bulk Assignment: Admins can select multiple feedback entries and assign them to specific Agents for follow-up in a single action.
Excel Export: Download a comprehensive report of all feedback data. The export includes contact details, specific question responses, and calculated scores—perfect for offline deep-dive analysis.
Advanced Filtering: Narrow down your view by:
- Rating & Score: Filter by star ratings (1–5) or specific percentage score ranges.
- Performance Category: View only “Poor Feedback,” “Satisfactory,” or “Good to Excellent.”
- Workflow Status: Filter by “OPEN” or custom statuses like “Resolved” or “Under Review.”
Instant Chat: Click the Chat Icon to open a direct MeherY conversation window. The system passes customer details automatically to start a seamless resolution chat.

🔍 Feedback Details & Resolution

Clicking any row opens the detailed view, where you can move from “Viewing” to “Acting.”

1. Status & Assignment (Action Bar)

At the top of the details page, the Feedback Status bar allows you to:

Update the current Workflow Status (e.g., moving from “New” to “Resolved”).
Reassign the feedback to a different agent if specialized help is needed.

2. The Details Tab

This tab contains the raw data from the customer’s submission:

Scoring & Ratings: View the customer’s response to specific questions. The system displays these using an intuitive Star Rating system (e.g., 5-point or 10-point scales).
Calculated Meta-Score: See the overall percentage score and sentiment category (Good/Poor) calculated automatically by the system logic.
Dynamic Information: Displays all custom fields (Email, Phone, Text) based on the form the customer used.
Role-Based Permissions: Fields may be hidden or locked (Read-Only) based on your role (Admin vs. Moderator vs. User) to ensure data privacy.

3. Support & Follow-ups

Located at the bottom of the details view:

Document Management: View or upload supporting files (images, PDFs) related to the feedback (e.g., a photo of a receipt or a resolved issue).
Follow-up Logs: Record internal notes or specific actions taken to resolve a customer’s complaint. This ensures a transparent history of the resolution process.

🛠 Manual Feedback Entry

While most feedback is captured via external links, you can manually “Add Feedback.”

Select Form: Choosing a form generates the specific questions and fields associated with that feedback type.
Assign & Set Status: Manually entered feedback can be immediately assigned to an agent and set to an “Active” status for immediate work.

🚀 Pro-Tips for Feedback Management

Watch for “Poor” Segments: Filter the list by “Poor Feedback” every morning to prioritize critical service recovery.
Use Excel for Trends: Export data monthly to see if specific agents or locations are consistently receiving higher or lower scores.
Close the Loop: Always mark feedback as “Closed: Yes” once the customer is satisfied to keep your Dashboard analytics accurate.

Every feedback is an opportunity to improve. Manage them with precision.