Q4 2024 Metrics

[oddball-lindsay]

Background

Time to pull quarterly quant/qual metrics for Q4 2024.

Tasks

Contact Center feedback:

• Request contact center feedback for MyVA411 for Q4 (example ticket)
• Request contact center feedback for Medallia for Q4 (example ticket)
• Remove PII from feedback
• Recap contact center feedback in Sharepoint

FAQ survey feedback:

1. View Github folder and grab the link for "Resources and support ratings spreadsheet" (in the bottom Analysis section).
2. View the spreadsheet link in Sharepoint and request access
3. Once access is granted, locate the row that has our FAQ page.
4. Document the metrics for our FAQ page: Good, Bad and Total responses, and % of Good and % of Bad.

• Request access to the survey feedback spreadsheet
• Recap FAQ survey feedback in Sharepoint

Acceptance Criteria

• Q4 analytics are in Sharepoint
• Q4 analytics are added to the Sprint Report

[oddball-lindsay]

Submitted contact center requests: #99945 (MyVA) and #99946 (Medallia).

Requested access the the Dec 2024 spreadsheet, for FAQ survey feedback.