Feedback definition form

  • Release version: Yokohama
  • Updated January 30, 2025
  • 4 minutes to read

    • Description of the feedback definition form fields to curate the experience and service feedback widgets in the portal pages.

    Table 1. Feedback definition form
    Field Description
    Name Name of the feedback definition
    Feedback type
    • Experience: Feedback through the drawer widget visible across the portal or through the Virtual Agent.
    • Service - in page: Feedback after using any page on the portal.
    • Service - topic page: Feedback for a topic page under a taxonomy.
      Note:
      Admin must select the topic page where the feedback prompt appears.
    • Service - workflow: portal, Virtual Agent, or email where you want to set up the feedback experience.
    Note:
    • You can exclude a page on the portal manually from all the feedback types except Service - topic page.
    • You can view Survey as a feedback type only if you have a Survey Instances set up.

    For more information on setting up a survey instance, see Configure a survey in the survey designer.
    Widget mode Drawer: Drawer widget shows up on the portal pages.

    This widget mode is visible when the feedback type is Experience.
    Widget mode Modal: Feedback widget visible unless there’s an overlay setting in place to stop the reload.
    Note:
    Overlay session limit can be configured from the feedback configuration form.
    Widget mode Inline: Feedback widget visible inline on the portal page.
    Channel Portal: Channel to receive feedback from the portal pages.
    Channel Mobile: Channel to receive feedback from the MESP pages.
    Channel Email: Channel to receive feedback via Outlook email.

    This channel is visible only when Service - workflow or Survey is selected from the Feedback type.
    Channel Virtual Agent: Channel to receive the feedback via the Virtual Agent.

    This channel is visible only when Service - workflow or Survey is selected from the Feedback type.
    Active Selected

    Option to keep the feedback definition record active.
    Portals Portal where the feedback shows up. Each feedback definition targets one portal that provides flexibility of creating separate definitions for different portals.

    This field is only available when the Channel is Portal or Mobile.
    Audience Target audience for the feedback.

    This field is only available when the Channel is Portal or Mobile.
    Order Order of priority for the feedback.

    The larger the order in number, the higher is the priority of the feedback definition.
    Feedback content Use existing survey: Option to enable the Survey field to add a survey to the definition.

    The check box is available for both Experience and Service - in page Feedback type.
    Feedback content Question: Question to provide feedback on that is visible to the user.

    This field appears only when Feedback type is Service -in page, Service - topic page, or Service - workflow.
    Feedback content Rating: Type of rating chosen for the feedback.
    The options available are the following:
    • Experience
    • Numeric - 5 point scale
    • Stars - 5 point scale
    Feedback content Additional information label: Text field to write additional feedback.

    This field is visible when Allow additional information box is checked.
    Feedback content

    Additional information requirement: Additional information of varying requirements to be provided.

    The following options are available:
    • Optional: Additional information is optional before submitting the feedback.
    • Mandatory: Additional information is mandatory before submitting the feedback.
    • Mandatory based on rating threshold: Additional feedback is mandatory if the rating is equal to or below the set threshold. The threshold is configurable.
    Feedback content

    Rating threshold: Rating threshold below which additional information is mandatory to submit the feedback.

    This field is only visible when the Additional information requirement is Mandatory based on rating threshold.
    Feedback content Survey: Existing survey to be added to the Feedback type.

    To use a survey for the Email Channel, Outlook Actionable Messages must be selected in the survey definition.

    To use a survey for the Virtual Agent Channel, Chat Survey must be selected in the survey definition. For more information about chat surveys, see Create chat surveys.

    For more information about survey definitions, see Modify a survey definition.
    Feedback content Survey rating metrics: Survey question type that is used to gauge customer satisfaction. It captures feedback data for the User Experience Dashboard.
    Note:
    A feedback task is generated when the rating provided is beneath or equal to the value set for the Rating threshold field.

    The question must have a numeric answer type. Text-type answers aren’t supported in this field.

    This field is available only when a Survey is selected from the list of surveys in the Survey field.
    Page selection All pages: Selected

    Option to choose all pages for a Feedback type.
    Page selection Included pages: Pages where the feedback type is available.

    This field is visible when the All pages check box is cleared.
    Page selection Excluded pages: Pages the feedback type isn’t added.

    The Included pages field is replaced by the Excluded pages field when All pages is checked.
    Overlay settings Overlay settings for the feedback to determine how and when it shows up to the user.

    Widget trigger: Trigger type for the overlay settings. The following are the available widget triggers.

    Manual: Feedback widget is only available when selected.

    This field is only available for Widget mode Drawer.

    Delay: Feedback widget is available after an allotted delay.

    On scroll: Feedback widget is available on scrolling.

    On load: Feedback widget is available on loading the page.

    Widget delay: Delay in loading the feedback widget measured in seconds.

    This field appears only when Delay is selected in Widget trigger.
    User Engagement Feedback Exclusion Period: Period of time selected as a buffer when the user won't be reminded to provide feedback when they land on a page.
    Post-feedback Configuration Rating threshold: Rating value below which a feedback task is generated.
    Note:
    Feedback task for any feedback type is generated when the rating provided is beneath or equal to the value set for the Rating threshold field.

    Assignment groups: Group that receives the feedback task when generated.

    Create feedback task: Selected

    Option to create a feedback task post-feedback submission.