{"data":{"entities":{"widgets":{"a88d0257-8dd8-461b-8a20-a4053f0c721e":{"kind":"tooltip","cta":"Next","audio_url":"","options":{"root":{"alignment":"lc","theme":"light","close_button":false,"next_button":true,"prev_button":true,"secondaryButton":false,"show_step_number":true,"hide_arrow":false,"backgroundColor":"#FFFFFF","borderColor":"#807f93","frameWidth":328,"maxFrameWidth":null,"backdropRect":{"x":0.2765646262970326,"y":42.011201095970335,"top":40.56460746746123,"left":0.46776921520716647,"right":12.985632309996616,"width":12.51786309478945,"bottom":46.75135056906694,"height":6.18674310160571},"backdropSelector":null,"offset":{"x":12.575887272352741,"y":44.51848149307462},"offsetFromOriginPx":{"x":0,"y":0},"spot":"hard","hasSpotlight":false,"spotlightColor":"#9939EB","trigger":null,"zoom":null},"description":{"value":"

Ingresando desde el panel lateral de opciones a Analytics y luego al módulo Satisfacción, accederás a los datos de la/s encuesta/s de satisfacción, que hayas implementado, para poder analizar los resultados.

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☝️ Si no tienes activa la encuesta, en la sección se mostrará el ícono de gráfico de barras indicando que no se registran datos.

️ Importante: si el usuario posee varios canales con el mismo tipo de encuesta, en la sección se mostrará toda la información unificada.
Podrás diferenciar los datos de cada canal utilizando los filtros.
Si, por el contrario, posees varios canales con diferentes tipos de encuesta, se mostrará la información de cada encuesta en forma separada en las solapas.
Si está activa la encuesta de satisfacción, visualizarás las calificaciones obtenidas de acuerdo al período que se filtre.

Encabezado de Filtros

Al ingresar encontrarás el encabezado de filtros con las siguientes opciones ⬇️

Fecha desde y Fecha hasta: el filtro por defecto será de la última semana transcurrida; sin embargo, podrás seleccionar un período de tiempo determinado al hacer clic, ya que se abrirá un calendario que te permite elegir fechas específicas.

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Rango de fecha: permite localizar las estadísticas según rangos de fechas, como: ayer, esta semana, la semana anterior, los últimos 30 días, este mes, el mes anterior, este trimestre, el trimestre anterior, este año.

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Canal: filtra la información según los distintos canales de atención que tengas creados para el período seleccionado. Por defecto se mostrará la estadística de todos los canales. Si filtras por un canal en particular, esta acción volverá a calcular el índice.

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Medio: filtra la información de acuerdo con el nombre de cada canal creado y disponible, para el período seleccionado. Es decir, para cada ventana web o para cada página configurada de Facebook Messenger, en el caso de que cuentes con más de un canal de tipo Web o Facebook, etc.
Por defecto se mostrará la estadística de todos los medios. Si filtras por un medio en particular, esta acción volverá a calcular el índice.

Tabs

Te ayudarán a ver los resultados, si en el período filtrado fueron implementadas dos o más tipo de encuestas.

Podrás ver la información de cada una cambiando de pestaña.

NPS

Se calcula restando el porcentaje de detractores del porcentaje de promotores.

NPS=% Promotores- % Detractores

☝️ Por ejemplo, Si el 10 % de los encuestados son detractores (calificación de 0 a 6), el 20 % son neutro (7 y 8) y el 70 % son promotores (9 y 10), la puntuación NPS será 70 – 10 = 60.

NPS: muestra la calificación de NPS del período analizado.

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También contarás con la Tasa de respuesta recibida sobre el total de sesiones, que indica la cantidad y el porcentaje de encuestas que fueron respondidas en el período filtrado.

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👉 Todos estos indicadores estarán acompañados, a su lateral derecho, por el porcentaje de variación con relación al período anterior, según lo que hayas seleccionado en el filtro. En verde se visualizarán los indicadores positivos, en azul los neutros y en rojo los negativos.

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Satisfacción: aquí se detalla el porcentaje de encuestas de Detractores (aquellos que evaluaron la atención de 0 a 6), Neutral (aquellos que evaluaron la atención entre 7 y 8) y Promotores (los que evaluaron entre 9 y 10).

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NPS por Canal: si has activado la encuesta en más de un canal de atención, contarás en este espacio con las métricas distribuidas por canal.

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En el gráfico se representa el NPS promedio obtenido por día, destacándose sus límites máximos y mínimos, como así también la media registrada para el período analizado. Los rangos de NPS van de 100 a -100.

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Podrás acotar la frecuencia en la que se muestran los datos, desde la barra inferior del gráfico, si necesitas hacer foco en alguna fecha puntual.

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Y descargarlo desde este ícono.

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El Satisfaction Score es un reporte que se calcula en función de las intenciones consultadas, en sesiones que fueron calificadas mediante una encuesta de satisfacción. Para conocer más detalles, haz clic en el botón +info debajo.

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En la tabla donde se reporta este detalle podrás excluir etiquetas de personalidad: Esta opción te permite omitir del cálculo del Satisfaction Score las intenciones que se encuentren agrupadas en la etiqueta “Personalidad”.

☝️ El filtro se aplica únicamente a la etiqueta “Personalidad” de Aivo. Si tienes intenciones de personalidad no etiquetadas, te recomendamos hacerlo. Si utilizas una etiqueta de personalidad propia, el score no podrá detectarlas y las incluirá igualmente en el score.

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En dicha tabla contarás con distintos campos para evaluar el feedback ➡️

Intención: nombre de la intención.
NPS de la intención
Cantidad de detractores: es la suma de todas las veces que la intención obtuvo calificaciones que van del rango de 0 a 6.
Porcentaje de detractores
Cantidad de neutrales: es la suma de todas las veces que la intención obtuvo calificaciones que van del rango de 7 a 8.
Porcentaje de neutrales
Cantidad de promotores: es la suma de todas las veces que la intención obtuvo calificaciones que van del rango de 9 a 10.
Porcentaje de promotores

Satisfaction Score: el score se expresa de -100 a 100. Él -100 es la peor calificación, es decir, aquella intención que recibió mayor cantidad de calificaciones negativas por parte de los usuarios.
Acciones:
- Probar intención: abre el chat de prueba con la respuesta de la intención.
- Editar intención: permite acceder a la intención para editar su contenido. En el caso de que dicha intención ya no existiera porque ha sido borrada, verás un mensaje pop up con la leyenda “Intención no encontrada”.

Adicionalmente, desde el lateral derecho, podrás descargar la info.

Recibirás un email a en tu correo electrónico registrado, con la plantilla de datos correspondiente, dentro de un archivo en formato .zip.

El detalle del reporte visualizado en la tabla dependerá del tipo de encuesta que utilices.
Todos los reportes se muestran según los filtros aplicados.
Los scores están ordenados de manera descendente, partiendo de la intención que más castiga la experiencia del cliente.

CSAT: muestra el índice CSAT del período analizado. El cálculo se basa en la cantidad de calificaciones 4 y 5 sobre el total de encuestas respondidas.

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Contarás también con la tasa de respuesta recibida sobre el total de sesiones, que indica la cantidad y el porcentaje de encuestas que fueron respondidas en el período filtrado.

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Satisfacción: aquí se detalla la cantidad de calificaciones negativas (aquellos que evaluaron la atención con 1 o 2), neutrales (aquellos que evaluaron la atención con 3) y positivas (los que evaluaron 4 o 5).

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CSAT por Canal: si has activado la encuesta en más de un canal de atención, contarás en este espacio con las métricas distribuidas por canal.

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En el gráfico se refleja el índice CSAT obtenido por día, destacándose sus límites máximos y mínimos, como así también la media registrada para el período analizado.

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Podrás acotar la frecuencia en la que se muestran los datos, desde la barra inferior del gráfico, si necesitas hacer foco en alguna fecha puntual.

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Y descargarlo desde este ícono.

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En dicha tabla contarás con distintos campos para evaluar el feedback ➡️

Intención: nombre de la intención
Índice CSAT por intención
Cantidad de feedbacks negativos: suma de todas las veces que la intención obtuvo calificaciones que son 1 y 2.
Porcentaje de negativos
Cantidad de feedbacks neutrales: suma de todas las veces que la intención obtuvo calificación 3.
Porcentaje de neutrales
Cantidad de feedbacks positivos: suma de todas las veces que la intención obtuvo calificaciones 4 y 5.
Porcentaje positivo

Satisfaction Score: el score se expresa de 0 a 100. La intención con el valor 100 es la peor calificada, es decir, aquella que recibió mayor cantidad de calificaciones negativas por parte de los usuarios.
Acciones:
- Probar intención: abre el chat de prueba con la respuesta de la intención.
- Editar intención: permite acceder a la intención para editar su contenido. En el caso de que dicha intención ya no existiera porque ha sido borrada, verás un mensaje pop up con la leyenda “Intención no encontrada”.

Adicionalmente, desde el lateral derecho, podrás descargar la info.

Recibirás un email a en tu correo electrónico registrado, con la plantilla de datos correspondiente, dentro de un archivo en formato .zip.

El detalle del reporte visualizado en la tabla dependerá del tipo de encuesta que utilices.
Todos los reportes se muestran según los filtros aplicados.
Los scores están ordenados de manera descendente, partiendo de la intención que más castiga la experiencia del cliente.

Binario: Verás el porcentaje de encuestas evaluadas de manera positiva y negativa.

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También contarás con la tasa de respuesta recibida sobre el total de sesiones, que indica la cantidad y el porcentaje de encuestas que fueron respondidas en el período filtrado.

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Satisfacción: Observarás la cantidad total de respuestas recibidas en las encuestas evaluadas, distribuidas entre positivas y negativas.

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Binario por canal: si has activado la encuesta en más de un canal de atención, contarás en este espacio con las métricas distribuidas por canal.

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En el gráfico se refleja la cantidad de encuestas respondidas por día, diferenciadas entre las que recibieron feedback positivo y negativo, se destacan sus límites máximos y mínimos, como así también la media registrada en cada caso, para el período analizado.

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Podrás acotar la frecuencia en la que se muestran los datos, desde la barra inferior del gráfico, si necesitas hacer foco en alguna fecha puntual.

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Y descargarlo desde este ícono.

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En dicha tabla contarás con distintos campos para evaluar el feedback ➡️

Intención: nombre de la intención
Cantidad de encuestas positivas
Porcentaje Positivo
Cantidad de encuestas negativas
Porcentaje Negativo
Satisfaction Score: el score se expresa de 0 a 100. La intención con el valor 100 es la peor calificada, es decir, aquella que recibió mayor cantidad de calificaciones negativas por parte de los usuarios.
Acciones:
- Probar intención: abre el chat de prueba con la respuesta de la intención.
- Editar intención: permite acceder a la intención para editar su contenido. En el caso de que dicha intención ya no existiera porque ha sido borrada, verás un mensaje pop up con la leyenda “Intención no encontrada”.

Adicionalmente, desde el lateral derecho, podrás descargar la info.

Recibirás un email a en tu correo electrónico registrado, con la plantilla de datos correspondiente, dentro de un archivo en formato .zip.

El detalle del reporte visualizado en la tabla dependerá del tipo de encuesta que utilices.
Todos los reportes se muestran según los filtros aplicados.
Los scores están ordenados de manera descendente, partiendo de la intención que más castiga la experiencia del cliente.

Estrellas: se muestra el promedio de estrellas obtenidas.

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También contarás con la tasa de respuesta recibida sobre el total de sesiones, que indica la cantidad y el porcentaje de encuestas que fueron respondidas en el período filtrado.

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Estrellas por Canal: si has activado la encuesta en más de un canal de atención, contarás en este espacio con las métricas distribuidas por canal.

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Nivel de Satisfacción: mostrará la cantidad de estrellas recibidas en distribuidas por indicador ⭐-⭐⭐⭐⭐⭐.

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En el gráfico se representa el promedio de estrellas obtenido por día, destacándose sus límites máximos y mínimos, como así también la media registrada para el período analizado.

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Podrás acotar la frecuencia en la que se muestran los datos, desde la barra inferior del gráfico, si necesitas hacer foco en alguna fecha puntual.

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Y descargarlo desde este ícono.

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En dicha tabla contarás con distintos campos para evaluar el feedback ➡️

Intención: nombre de la intención
Promedio de estrellas: en el descargable podrás ver en detalle las calificaciones por intención.
Encuestas respondidas: cantidad de calificaciones recibidas.
Satisfaction Score: el score se expresa de 0 a 100. La intención con el valor 100 es la peor calificada, es decir, aquella que recibió mayor cantidad de calificaciones negativas por parte de los usuarios.
Acciones:
- Probar intención: abre el chat de prueba con la respuesta de la intención.
- Editar intención: permite acceder a la intención para editar su contenido. En el caso de que dicha intención ya no existiera porque ha sido borrada, verás un mensaje pop up con la leyenda “Intención no encontrada”.

Adicionalmente, desde el lateral derecho, podrás descargar la info.

Recibirás un email a en tu correo electrónico registrado, con la plantilla de datos correspondiente, dentro de un archivo en formato .zip.

El detalle del reporte visualizado en la tabla dependerá del tipo de encuesta que utilices.
Todos los reportes se muestran según los filtros aplicados.
Los scores están ordenados de manera descendente, partiendo de la intención que más castiga la experiencia del cliente.

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