Fast Feedback Dashboard 2.0

The Fast Feedback module provides access to a personalized feedback dashboard giving an overview of client performance, along with customizable data analysis, visualizations, and tools to act on or modify the collected data.

Accessing Dashboard 2.0

When the access has been provided to Dashboard 2.0 and when you log into the Dashboard, you will notice a new option on the shortcut panel in Dashboard 1.0. This will take you directly into Dashboard 2.0.

When you first log into Dashboard 2.0, today’s date will be applied to the Dashboard filter by default. Currently the date range is set to 6 months, but over time we will aim to increase this for you.

Fast Feedback is available for two different applications:

• Voice of the customer (VoC) shows you feedback from your organization’s customers.

• Voice of the employee (VoE) shows you feedback from your organization’s employees.

  Note: The help center uses images from the VoC application. Whether you see Voc, VoE, or both interfaces depends on your Rant & Rave subscription and your user role.

Processing feedback - the Rant & Rave sentiment engine

During initial setup, your Rant & Rave support team will set up your projects and configure your sentiment engine. Utilizing a set of taxonomy rules relevant to your organization, the sentiment engine analyzes feedback from your customers and presents the results on your dashboard, allowing you to:

• View at a glance summaries of your feedback.

• Configure, resize, and reorder the dashboard widgets.

• View the dashboard on Fullscreen by clicking icon on the dashboard.

• Edit the layout of your dashboard widgets.

• Use the dashboard widgets to review your feedback, scores, most popular insights, etc.

• Read, reply to, update, or export your feedback messages.

• Filter your feedback to focus on specific criteria.

• Edit your system settings to create feedback assignment rules, set up automatic alerts, and set up fields and templates.

• Find actionable insights from your feedback messages.

Rant & Rave modules

You can expand the functionality of Fast Feedback with the following add-on modules:

• Discover - gives you the ability to create bespoke reports which are created based around your business needs.

• Frontline Engagement presents your customer’s feedback in an engaging way, so your frontline teams can see how they’re doing in real-time.

  Note: Frontline Engagement is only available for VoC, not VoE.

• Recover - highlights items of feedback that require action so you can resolve them. It also lets you respond directly to customers through the same channel they used to contact you.

Any modules included in your Rant & Rave package will be listed in the sidenav menu. Click the hamburger icon on the left of the dashboard to expand the menu.

Modules intended for managing your communication and feedback, e.g. Recover and Frontline and the modules intended for administrative tasks, e.g. Data Management and User Management will appear at the top of the sidenav menu.

To provide feedback to the Rant & Rave team, click on "Feedback" at the bottom of the sidenav menu.

To go back to the old Dashboard, click on "Legacy Apps" located at the bottom of the sidenav menu.

Exiting the dashboard

To log out of the Fast Feedback dashboard, select your user icon in the top right of the screen and press the logout button.