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Agents, teams & dimensions

Feedback is more useful when you can tie it to who delivered the service and where they sit in your organisation. Davies CXsmart does this with agents, an organisational hierarchy, and agent dimensions.

Agents​

An agent is a colleague that a response can be attributed to — typically the person who served the customer the survey is about. When a response is attributed to an agent, you can:

  • Filter dashboards, KPI, and the Response Console by that agent.
  • See the agent's name on the response in the detail drawer.
  • Compare agents on the Staff leaderboard and Agent KPI widgets and on the KPI screen.

Attribution can be captured automatically when a survey is sent on behalf of an agent, or set by hand when you add a response manually.

Agent PINs​

Agents can carry a PIN. PINs are used on phone (IVR) and other channels to identify which agent a response belongs to — for example, an agent keys in their PIN so the call's feedback is attributed to them. This makes agent-level reporting possible even on voice channels.

Subscribers and teams (the hierarchy)​

Your organisation is modelled as a hierarchy of subscribers — the teams, sites, or business units that agents belong to. Selecting a team in the filter bar scopes the screen to the agents within it, so a manager can look at just their own team's feedback.

You'll see teams offered as a Team filter on the Analyse screens that support it (Dashboards, Responses, KPI). Choosing All teams removes the restriction.

Agent dimensions (Custom1–4)​

On top of the team hierarchy, each agent can be tagged with up to four dimensions — flexible attributes your administrator names to match how you analyse the business. Common examples are Brand, Product, Location, or Department, but the labels are entirely up to your account.

Dimensions give you another axis to slice by. On screens that support it (such as KPI), the filter bar offers a Dimension control: pick a dimension (for example, Location) and then a value (for example, Manchester) to focus on just the agents tagged that way.

tip

Dimensions and teams are independent. You can combine them with surveys, channels, and date ranges to drill into a very specific slice — for example, web responses for the Manchester location in the last 30 days. See Using filters.

How attribution flows into reporting​

  1. A response is attributed to an agent.
  2. The agent belongs to a team (subscriber) and carries dimension tags.
  3. When you filter by agent, team, or dimension, Davies CXsmart includes only the responses that match.
  4. Agent-focused widgets and the KPI screen aggregate scores per agent so you can compare and coach.

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