| ACE Screen Shots | |
| Setting up the sampling business rules in the Project Properties window | |
| In the upper part the user defines parameters such as the cycle duration, time span between two consecutive samples of the same respondent to avoid harassment, etc. In the lower part the user sets the relations between priority coefficients and affects each record´s probability to be sampled for feedback. | |
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| The questionnaire is displayed for the interviewer, with details about the customer and the service interaction event as imported from the organizational information system. The questionnaire contains questions relevant to the customer, event and the organizational unit profiles. In the upper right appear statuses the interviewer can assign to the call (such as "line busy", "appointment" and "black list") and to determine future interaction (such as calling again in 20 minutes). | |
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| Managerial reports | |
| Produced fluently by the user to monitor the sampling and feedback process progression, for example: | |
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Sampled Pool Stataus present the current service interaction events records sampled for feedback. |
Daily Sampling Potential presents the current potential of feedbacks of each of the service units in a given day, according to the imported service interactiom events files. |
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| Periodic Reports | |
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MS-PowerPoint Summary Report (1-3) - automatically distributed to managers´ inboxes containing relevant information to the manager´s organizational unit and role. Dashboard (4) - presents drill-down Key Performance Indicators (KPI) display (4) may be tailored to client´s specifications to provide real time performance level overview. |
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Designed and Developed