14) Mapping relations and meta data
Data mapping Focus Feedback
Mapping your data in Focus Feedback is the action of adding names and descriptions to internal codes. When Focus Feedback receives data from different systems we receive the corresponding codes you use. For example for an employee we receive a code “12345”. If you don’t want to see this code when working within your Focus Feedback application, you are able to connect the code “12345” to the relevant employee, “Aron Piekema”. With this in place the application will now show the name “Aron Piekema” instead of the code in the corresponding exports and reports. The mapping goes further than only employees and can affect a number of areas within your application:
- Employee mapping
- Product information mapping
- Filtering
- Export
- Report Mailer
- Employee reports
Employee mapping
With the integration of SPICE, Focus Feedback now receives four employee numbers per record. These are: Engineer, Contact Center, Dispatch, and Preprepper. A fifth column is “Counselor”; this is the mapping of employees connected to other touchpoints that go through a different sending process. The mapping of the employee is done at the Tables section (1. Management à 2. Tables) within the Focus Feedback application. When opened, the screen shows the different mapping tables in the right list (3). When a mapping table is opened the different groups show as tabs on top (4). With the “+” icon you can create or import new records into the application (5). The “Pencil” icon allows you to edit existing records (6). When new records are imported and already exist within the application they are edited with the updated information. For employees, there is also a tab called “All”. Here you can import one file with all employees and their different types (7). When importing using this tab, don’t forget the add the employee type to your import file.
Product information mapping
Next to employees there are some different codes that are received from SPICE or other systems. These codes are: Region, Product area, Product division, Payments. The Region code has effects on the Region report, whereas the other codes merely effects the filters or export function of Focus Feedback. To set the mapping for these groups go to Management(1) à Tables(2). In the right list, click on the title Mapping(3). At the top of the tables are the different tabs between the mapping tables(4). With each table you can connect the codes to the desired description by creating a new record using the “+” icon(5), or you can edit existing records by clicking on the “pencil” icon(6).
Filtering
The mapping of the employees and product area has an effect on the filters used for the report and export functionality within Focus Feedback.
Employee filter
The employee filter can filter all five employee groups. Under the report or export function within Focus Feedback, click the “pencil” icon next to the employee filter to open the corresponding pop-up(1). In the header of the pop-up is a drop-down list. When clicked you can switch between the different employee groups(2). Select your desired employees to create the chart or export by selecting the checkbox(3). It is also possible to run your reports and exports based on a dynamic selection of employees of different employee groups.
Product area
A new filter is added to Focus Feedback which allows the user to run charts and exports based on the Product area information. Within the mapping function, correct descriptions can be mapped to the corresponding codes. The filter will show the mapped descriptions and run the data based on the selection. It is possible to make individual selections by clicking the drop-down menu(1); or make a multi-selection by clicking the “pencil” icon(2).
Export
Within the export function of Focus Feedback the mapping is taken into account. This means that when product information or employees are mapped, their corresponding descriptions will be shown in the export function(1). When there is no mapping added, the underlying codes will show in the export function(2).
Report Mailer
The report mailer allows users to send the feedback to the attached employees. For example you can set a time period, select your employees and send out the e-mail. This will result in all employees who have records to which their employee number was connected, receiving a PDF file with all the customer feedback. Within the report mailer all five employee groups can be reached. To use the report mailer click on Management(1) à Report Mailer(2). The tabs on top allow you to cycle through the different employee groups(3). Select the employees who want to receive their connected feedback by using the checkbox(4). Click on the “Send now” button to send out the reports(5).
Employee reports
Each employee report has been available for engineers for a long time. The other employee groups now have their own employee reports too. This report shows the sent records, completed records, NPS score and response rate per employee in the selected filters. To access these reports click on Reports(1) à Views(2) à click the drop-down list next to the refresh button(3) à select the employee report from the list(4).
