Advisor Feedback
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Last updated
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On occasions, during the execution of an Keyfax Script, Advisors may encounter script-related problems which often go unreported. At the time, the Advisor may elect to abandon the script, forge another route through the script, or worse, supply inaccurate information in order to progress through the script.
As Keyfax Administrators are responsible for Script maintenance and development, it makes sense that they are alerted whoever problems are encountered. With the 'Feedback' feature enabled, the advisor can click a button at the moment a problem occurs:
This will pop-up a Feedback Form window allowing the Advisor to continue in the main window if required, returning to the Feedback Form at a more appropriate time:
The drop down lists possible problems. The list shown is configurable and can be maintained by Administrators in the Miscellaneous/Feedback Reasons page within the KFC32 application (i.e. Task Manager or Contact•View). If this application is not installed, any editing can be performed by Support staff.
Once the form is complete, clicking Submit will post an email to a configured address. Details sent to the Administrator include the exact script position (if the Advisor indicated the problem actually related to this position), e.g.
Using this information, the Administrator should be in a position to make changes as necessary.
Details recorded by the Advisor are typically emailed to an Administrator. If required, all feedback can be recorded in the Keyfax database for subsequent reporting purposes.
Two Custom Reports are available in the Model database (Repair Diagnostics & General Enquiries).
