Callback Selector

Purpose of the callback selector

The Callback Selector dashboard enables you to drill-down into the verbatim. The Callback Selector uses four different parameters to enable users to drill-down in verbatim. From here verbatim can be assigned to any Focus Feedback user (input for the CLF module). The Callback Selector dashboard (this is different compared to other dashboards) doesn’t show verbatim that is already assigned to the CLF module. Verbatim that is already assigned, declined, closed or on hold within the CLF module will not be shown in the Callback Selector dashboard.

The Callback Selector dashboard consists of four components:

1. (Feedback of random selection) Shows a random selection of verbatim.
2. (Feedback including critical words) Shows a selection of verbatim where customers used one or multiple defined critical words.
3. (Feedback with longest verbatim) Shows the longest verbatim, defined on text length.
4. (Feedback without verbatim) Shows verbatim without connecting text.

Callback Selector Authorization

The Callback Selector dashboard is accessible by clicking in the menu on “Dashboard” as a sub-item Callback Selector dashboard is shown. If this doesn’t show, please contact your administrator. To enable this dashboard, the user group of the logged-in user needs to have the proper authorization. When the authorization is added the dashboard will be visible in the menu after logging out and back in again.

Callback Selector Filtering

When the Callback Selector Overview dashboard is opened a pop-up screen is shown. In the pop-up screen you can put your initial filters for creating the dashboard. The filters contain three different sections:

1. Date filter. Here you can choose the time period for which you want to create the dashboard.
   1. You can choose your own time period by using the datepicker in the “Date from” and “Date to” fields.
   2. You can choose a preset time period. This is a quick select and the date filters will be set automatically. When a period is chosen the application will automatically set the best period filter for your selected time period. You can always change this.
2. The Period filter determines how you want to group your selected time periods. The Period filter has no effect on the Callback Selector dashboard.
3. The Team filter determines if you want to see data from all teams or only from one team.

After setting your desired filters click on “Generate” to create the Callback Selector dashboard. When you have generated the dashboard you can always go back to the filtering screen by clicking the filter icon on the top left of the dashboard next to the title.

 

Callback Selector segment filter

When the Callback Selector dashboard is opened the segment filter can be found in the top right corner of the dashboard. The segment filter allows you to dynamically change the data in your dashboard to only show specific NPS segments. It is also possible to combine data from multiple segments. As a default, the segments filter shows data from all segments. Segments are:

• Promoters: Customers who gave an NPS score of 9 or 10
• Passives: Customers who gave an NPS score of 7 or 8
• Detractors: Customers who gave an NPS score between 0 and 6

The segment filter can be changed by clicking the sliders.

Callback Selector parameter 1 (Feedback of random selection)

This component will load (when clicked) twenty random selections verbatim from the defined time period and team in the filters. When the twenty items of verbatim are analyzed the refresh button in the header allows the user to load twenty fresh records back into the component.

1. Refresh button
2. Hide component button

Callback Selector parameter 2 (Feedback including critical words)

This component will load (when clicked) twenty verbatim selections that (partly) contain critical words in the text. Critical words are defined in the Insights module of your Focus Feedback application.

To get there, follow these steps:

1. Go to “Insights” in the menu.
2. Click on the “Topic List” tab.
3. Define a topic. By clicking on the “+” icon (a pop-up screen opens). A topic is a cluster of words that you define by group.

In the pop-up screen, select the highlighted topic group by clicking the checkbox in the upper right corner.

After following these steps the words that are defined in a topic that is “Highlighted” (4) will show up within the Callback Selector second component.

When opened in the Callback Selector dashboard, component three (Feedback including critical words) will shows twenty records that partially or fully include critical words. The part of verbatim which shows the critical word is highlighted in the text. When the twenty records are analyzed or assigned the user can load twenty new records using the refresh button.

1. Refresh button.
2. Highlighted text (part of the text that is defined as critical words).

Callback Selector parameter 3 (Feedback with the longest verbatim)

This component shows twenty records of verbatim containing the largest written texts within the set filters (Time period and Team). It is ordered descending with the largest at the top.

1. Filter on promoters, passives or detractors
   • When promoters or promoters and passives are selected: Shows feedback with the longest verbatim based on the response from the “Strengths” open question in the survey.
   • When detractors or detractors and passives are selected: Shows feedback with the longest verbatim based on the response from the “Improvements” open question in the survey.
2. This component works with a dynamic segment filter.

Callback Selector parameter 4 (Feedback without verbatim)

This component shows twenty records of verbatim without text within the set filters (Time period and Team).

1. This component works dynamically with the segment filter
   • When promoters or promoters and passives are selected: Shows feedback without text based on the response from the “Strengths” open question in the survey.
   • When detractors or detractors and passives are selected: Shows feedback without text based on the response from the “Improvements” open question in the survey.
2. Refresh button