Aggregate Service Excellence Report

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Aggregate Service Excellence ReportRev. 2010-03-16

Summary

The Aggregate Service Excellence Report is designed to be delivered at different organizational levels –regional managers, area managers, unit type, etc. Its main objective is to deliver comprehensive andeasy to follow and read performance analysis, by displaying the performance results in the context of organizational objectives, past performance and in comparison with peers. The Aggregate ServiceExcellence Report also identifies the most critical performance areas (Attention Areas) and explains howfocusing on these areas will affect overall results.

Report Settings and Details

To view an aggregate report, follow the steps below:

1. Go to Client Access -> Service Excellence Report (to have this menu item visible you need to bemember of the Myst.ClientAccess.ExcellenceReport security group)

2. Select a survey form or a client from the “Client/Survey” drop-down and click the “Load Report”button:

3. The list of all available Aggregate Service Excellence Reports for the last campaign for theparticular Client/ Survey will be loaded and grouped by the values for the different customproperties (the de-facto aggregation criteria):



NOTE : You can select a campaign from the “Campaign” filter. The data in the custom property report willdisplay the values for the selected campaign.

Custom Property ColumnUnder each custom property the corresponding available custom property values are displayed. You canview the Aggregated Service Excellence Report based on it by clicking on the value name or you can

download the report in PDF format by clicking on the PDF icon ( ):

Status ColumnThe first number in the “Status” column shows the number of the currently completed and validatedsurveys. The second number shows all surveys due to be completed during the selected campaign.



The green checkmark icon next to the “Status” graph shows that all available surveys for thecorresponding custom property for the given campaign are completed and approved for client view:

Report Definition ColumnThe Aggregate Service Excellence Report shares its Report Definitions with the individual Survey Cover Page. I.e. both reports use the same definitions. The “Report Definition” column displays what reportdefinition will be used to render the Aggregated Service Excellence Report for the given custom propertyvalue:

NOTE : You can only set or change the Report Definition when you have an Email Definition set for thecorresponding custom property value. In all other cases the Aggregate Service Excellence Report isrendered with the Default Report definition. To set or change the Report Definition place the cursor over the Report Definition name and an “Edit” icon will appear. Click on the “Edit” icon:

Select the report definition that you need to be used from the drop-down list and click on the “Save” icon:

Export Mode ColumnThe “Export Mode” column displays when the Aggregate Service Excellence Report will be exported. Thiscolumn is also available only when there is an Email Definition set for the given custom property value.



There are 3 options available:

- “Hold Export” – Export is on hold. The report will not be exported. This is the default Export Modevalue set when a new Distribution Definition is created.

- “Export If Completed” – the report will be exported only if all surveys are completed. There would

be a green checkmark icon in the Status column.

- “Export Even If NOT Completed” – the report will be exported even if NOT all surveys are

completed.

NOTE : Please, be very careful when selecting the “Export Even If NOT Completed” option, because thereport will be exported only once (when the Scheduler executes it). When a new survey is completed for the corresponding custom property value the report will not be exported again.

Again, you can change the “Export Mode” only when there is and Email Definition set. To do so place thecursor over the “Export Mode” and an “Edit” icon will appear. Click on the “Edit” icon:

Select the export mode from the drop-down list and click on the “Save” icon:

Last Export ColumnThe “Last Export” column displays whether the export for the corresponding custom report is in progressor it has already been exported. If the report has already been exported the date of the last export will bedisplayed:

If the export is in progress, the following text will be displayed:



Email ColumnThe “Email” column displays if there is an Email Definition set or not:

- If there is an active Email Definition, the e-mail icon will be coloured .

- If the Email Definition is not set the e-mail icon will be grayed .

You can create a new Email Definition by clicking on a gray e-mail icon . To confirm the creation of anew Email Definition, click “Yes” for the following question:

The E-mail Definition Editor form will appear.From – In the “From” section the system automatically fills in the e-mail and the name of the current user:



You can change the sender e-mail and the name that will be displayed as sender.

Message - In the ‘Message” section you can specify what template will be used for the export e-mail or you can enter the message Subject and Body manually:



You can create a new template in the CMS Portal. To find the default distribution e-mail, locate the“Aggregate Service Excellence Report Sample Email ” document in the “ Templates for Reports EmailDistribution ” folder under the CMS portal:

Recipient List – In the “To” field you need to enter the recipient logins or e-mails.

NOTE: In order the user to be able to see the reports he/she must be a member of the“Myst.ClientAccess.ExcellenceReport ” security group.

Use the Excel Template to enter a list of recipients. In the “Login or E-mail” column you need to enter therecipient login or e-mail.If the user is not registered in the system or if he/she is not member of the“Myst.ClientAccess.ExcellenceReport ” security group you can specify which user security to inherited.To do so, enter the login of the user whose security will be inherited in the “Optional Security User Context” column:

http://training25.shopmetrics.com/document/fileManagerMain.asp?cmsobjid=10190








Copy and paste the logins/e-mails in the “To” field:

Copy To (List of Logins) Section – The report can be sent as a copy (CC) or blind copy (BCC) by enteringuser login or e-mail in the CC and/or BCC field.

Click the “Update” button to save the changes:



You can export the Aggregate Service Excellence Report manually by clicking on the “Send E-mail” iconin the “Custom Property” column, next to the corresponding custom property value:



Aggregate Service Excellence Report

The “Front Page” displays motivational image and text, as well as the overall score for the survey, color coded:

NOTE : The following placeholders are supported in the content of the First Page template:

%%CLIENT_NAME%%%%CLIENT_SURVEY_FILTER_AGGREGATE%%%%CAMPAIGN_OR_MONTH%% -



The “Performance and Ranking” page displays a number of graphic summary snippets: Survey Score,Section Summary, Comparative Performance and Your Rank snippet

The “Comparative Performance” snippet displays the survey score compared to the survey scores of previous campaigns by the selected Custom Property:



The “Locations Ranking” page displays a snippet which shows the locations score and rank for theselected custom property (In this example the “Unit Type” - Large) compared to the previous campaignsby the same custom property:

NOTE : The standard interface of the “Locations Ranking” snippet displays only two locations properties –Location ID and City. There are 5 more columns which can be added to the Locations Ranking – LocationName, Address, State, ZIP and Country.



To add/remove any of the columns above go to CMS portal -> “Templates for Cover Page” folder andclick on the “ Default - Inner Pages ” document. Select the “Edit in Plain Editor” option from the “Edit” drop-down.

Copy the script from below (these are the default settings) and paste it in the document content under the<style type="text/css"> tag:

.coladditional_locid {/* Location ID */display:table-cell;

}

.coladditional_locname {/* Location Name */





display:none;}

.coladditional_address1 {/* Address 1 */display:none;

}.coladditional_city {/* City */display:table-cell;

}

.coladditional_state {/* State */display:none;

}

.coladditional_zip {/* ZIP */display:none;

}

.coladditional_country {/* Country */display:none;

}



- If you want to display a column set the display parameter to “ table-cell ”:display:table-cell;

- If you want to hide a column set the display parameter to “ none ”:display:none;

NOT E : If you want to overwrite the default values put !important after the display parameter.( display:table-cell !important; / display:none !important; )

For example, we will show the Location ID, Location Name, Location City, Location State columns andhide the Location Address, Location State and Location Country columns:



The “Performance by Question” page displays a report which showing the scoring history of individualquestions for the selected custom property value:

The “Attention Areas” page displays a summary of the questions (maximum three) that offer the bestopportunity for improvement of the final score:



Change History

2009-10-26 – Documentation created2010-02-11 – New revision released (hfilcheva)2010-02-12 – New revision released (hfilcheva)2010-02-16 –Screenshots changed/Location Ranking – Column visualization (hfilcheva)2010-02-22 – New revision released (hfilcheva)2010-03-16 – Document reviewed (inedev)

Aggregate Service Excellence Report

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