Frontline Engagement

Frontline Engagement is a web-based application that enables your customer-facing staff and their managers to view their customer feedback. Use Frontline Engagement to encourage your staff and management to understand their strengths and identify areas for improvement.

Note: The Frontline Engagement module is an additional module that is available for Fast Feedback.

To get started with the Frontline Engagement module:

• Understand Frontline Engagement user roles
• Access the Frontline Engagement module
• Access the Frontline Engagement video tutorial library

Understanding Frontline Engagement user roles

The Frontline Engagement module is designed for frontline staff, with specific focus on call centre agents and team leaders.

There are three user roles:

• Agents - individual users with access limited to customer feedback, including trends and rankings, on their performance.
• Team leaders - supervisors with access to customer feedback, including trends and rankings, on the performance of one or more teams assigned to them.
• Managers - supervisors with access to customer feedback, including trends and rankings, on the performance of one or more teams, plus individuals, assigned to them.

Accessing the Frontline Engagement module

The Frontline Engagement module is available from direct log-in or from the Fast Feedback module.

If you have access to the Frontline Engagement module:

• Log in directly from the Rant & Rave log-in page using credentials provided by your Rant & Rave administrator.

• From the menu bar at the bottom of the Fast Feedback dashboard, click Frontline.

The Frontline Engagement dashboard opens.

Your view of customer feedback data is determined by your user role and the teams to which you are assigned or assigned to you:

• If you are an individual user, the Frontline Engagement dashboard displays customer feedback for your account and your ranking in your assigned team. For more information, see Evaluating individual performance.
• If you are a team leader or manager, the Frontline Engagement dashboard displays a league table and customer feedback for one or more teams that you supervise. Managers also have access to a Supervisor dashboard with customer feedback for individual team members. For more information, see Evaluating team performance.