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Adding a response by hand

Not all feedback arrives through a digital channel. A customer might give feedback over the phone, on paper, or in person. The Add response feature lets a colleague capture that feedback directly into Davies CXsmart so it counts alongside everything else.

When to use it​

  • Phone feedback a colleague took down.
  • Paper or in-person surveys you're transcribing.
  • Any feedback that didn't come in through an automated channel but should still be recorded and analysed.

Adding a response​

  1. On the Response Console, click Add response (top-right).
  2. A short form opens.
  3. Choose the Survey the feedback relates to. The form then loads that survey's questions.
  4. Choose the Channel it came in on — for example IVR Inbound for a phone call.
  5. Optionally choose the Agent to attribute it to. Leave it as Unattributed if it doesn't belong to a specific colleague.
  6. Fill in the answers:
    • Numeric questions (NPS, CSAT, CES, rating) take a number.
    • Single-choice questions offer a dropdown of the survey's options.
    • Other questions take free text.
    • You can leave questions blank — only the answers you fill in are saved.
  7. Click Save response.

The new response appears in the console and, once complete, feeds into your metrics like any other.

Tips​

:::tip Attribute it where you can If you know which agent the feedback is about, set the Agent field. That way the response shows up in agent-level reporting, the leaderboard, and KPI — just as if it had arrived automatically. See Agents & hierarchy. :::

:::note Choose the right channel The Channel you pick is how the response is labelled and filtered everywhere else. Pick the one that genuinely reflects how the feedback was given (for example, IVR Inbound for a customer who phoned in) so your channel breakdowns stay accurate. :::

After entry​

A manually entered response behaves exactly like any other:

  • It's searchable and filterable in the console.
  • You can open it in the detail drawer to edit answers, add notes, or amend custom data.
  • It counts towards analytics once complete.

Next​