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Admin User Resources

Here you will find the list of content that is useful for admin users. If you have any question contact support@ pxp.ai

[Note] If you are non admin user see the list of content relevant to you in [Monitor User Resources] (/docs/getting-started/monitor-user-resources "Monitor User Resources").

User Access Management​

Press'nXPress platform provides detail authorization and permission based on user role in the organization. Using the Access level and role/permission you can manage every user access to the dashboard and data as needed.

  • [User Management and Permission] (/docs/how-to-guides/user-access-management/user-access-management "User Access Management")

Branch​

Branch, Section, and Touchpoint are used to define and configure the interaction points to collect feedback. These three would build up the hierarchy of the organization for feedback collection which would give better insights when looking at the dashboard and the results.

  • [Branch Section and Touchpoint definition] (/docs/getting-started/branch-touchpoint-intro)

Touchpoint and Collectors​

Touchpoints are the interactions points to collect feedback. See below instruction on how to create a touchpoint based on the different collector types.

  • [Smiley Feedback Terminal Touchpoint] (/docs/getting-started/smiley-feedback-terminal-touchpoint "Smiley Feedback Terminal Touchpoint")
  • [Website/App Feedback Collector Touchpoint] (/docs/getting-started/website-feedback-collector-widget "Website/App Feedback Collector Touchpoint")
  • [QR/Chip Feedback Collector Touchpoint] (/docs/getting-started/qr-chip-feedback-collector "QR/Chip Feedback Collector Touchpoint")
  • [Email Feedback Collector Touchpoint] (/docs/getting-started/email-touchpoint-configuration "Email Feedback Collector Touchpoint")
  • [Signature Feedback Collector Touchpoint] (/docs/getting-started/signature-feedback-collector "Signature Feedback Collector Touchpoint")
  • [SMS Feedback Collector Touchpoint] (/docs/getting-started/sms-feedback-collector "SMS Feedback Collector Touchpoint")
  • [Tablet Feedback Collector Touchpoint] (/docs/getting-started/tablet-feedback-collector "Tablet Feedback Collector Touchpoint")
  • [IVR Feedback Collector Touchpoint] (/docs/getting-started/ivr-feedback-collector "IVR Feedback Collector Touchpoint")

Why Category Configuration​

The smiley response from customers to feedback questions is a good indicator of customer satisfaction. To get more detail about customer expectation and satisfaction you can configure and use "Why" categories. The categories provide insight as to why a user has responded happy, meh, or sad. You can pinpoint the areas which need improving or rewarding within your business by enabling this feature.

  • [Why Category Config] (/docs/how-to-guides/ask-why-category-config "Why Category")

Insights & Reports​

Press'nXPress Reporting & Analytics is a web-based platform where you can see the insights generated from the feedback collected by our collectors at different touchpoints. It’s really easy to use, pre-built dashboard with different visualization and filtering capabilities.

  • [XPress View] (/docs/insights/xpress-view "XPress View")
  • [XPress Dash] (/docs/insights/xpress-dash "XPress Dashboard")
  • Advance Report
  • [Text Analytics] (/docs/insights/text-analytics "Text Analytics Dashboard")
  • Agent Insight
  • [Experience Journey Map] (/docs/insights/experience-journey-map "Experience Journey Map Insights")

Settings​

There are different settings configuration that can be made across the platform.

  • [Organization Settings] (/docs/how-to-guides/organization-settings "Organization Settings")
  • [User Management and Permission] (/docs/how-to-guides/user-access-management/user-access-management "User Access Management")
  • [Action Hub Module Settings] (/docs/how-to-guides/contact-relation-management/contact-module-setting)
  • [Manage Response Template] (/docs/how-to-guides/contact-relation-management/response-template-management)

Quick tips​

In quick tips section you will find instruction that become handy as you use the platform.

  • [Reassign kiosk (terminal) to another touchpoint] (/docs/quick-tips/assign-a-kiosk-to-another-touchpoint "Reassign kiosk (terminal) to another touchpoint")
  • [Bulk update touchpoint kiosks] (/docs/quick-tips/kiosks-bulk-update "Bulk update touchpoint kiosks")

Integration & Data Export​

Press'nXPress provides different options for integration to trigger feedback request or to export responses collected to other applications.

  • [Download feedback responses] (/docs/how-to-guides/feedback-data-export "Download feedback responses")
  • [Integration REST API] (/docs/how-to-guides/integrations/integration-api "Integration REST API")
    • [API for Email Touchpoint] (/docs/how-to-guides/integrations/integration-api-email "API for Email Touchpoint")
    • [API for SMS Touchpoint] (/docs/how-to-guides/integrations/integration-api-sms "API for SMS Touchpoint")
    • [API for QR Touchpoint] (/docs/how-to-guides/integrations/integration-api-qrlink "API for QR Touchpoint")
  • [Website Widget Configuration] (/docs/how-to-guides/website-feedback-widget-config "Website Widget Configuration")
  • [Integration Applications (like Zapier, Qualtrics)] (/docs/how-to-guides/integrations/integration-api "Integration Applications")

Notifications & Alerts​

Press'nXPress platform provides Summary Reports that will be emailed as well as Alert notifications when the satisfaction drops at touchpoints.

  • [Summary Email Report Settings] (/docs/how-to-guides/user-settings/summary-email-report "Summary Email Report Setting")
  • [Notification Alert] (/docs/how-to-guides/user-settings/notification-alert "Notification Alert")

Action Hub​

Customer Feedback Management is not just about requesting and receiving feedback from customers. When customers leave a feedback they would like to hear back from you. Press'nXPress Action Hub Management module will enable organizations to close the feedback loop with your customers. It is one single location to see the history of feedback and conversation with customers.

  • [Action Hub Module] (/docs/how-to-guides/contact-relation-management/contact-conversation-module "Action Hub Module")
  • [Action Hub Module User Access] (/docs/how-to-guides/user-access-management/user-access-management#conversation-hub-permission "Action Hub Permission")
  • [Action Hub Module Settings] (/docs/how-to-guides/contact-relation-management/contact-module-setting "Action Hub Module Settings")
  • [Response Templates] (/docs/how-to-guides/contact-relation-management/response-template-management "Manage Response Template")
  • [Log Feedback Button] (/docs/how-to-guides/contact-relation-management/enable-add-feedback-button "Enable Add Feedback Button")

Label Management​

The predefined hierarchy of Branch, Section and Touchpoint gives the first and straight forward insights from the feedbacks that are collected. The slice of data utilizing the filters assist you to compare and identify best performing areas and touchpoints that might require attention.

However, you might want to create some custom grouping based on some conditions applied to branch, touchpoint, agent, or extra contextual attributes. Wouldn't be great if you could label/group all these kind of feedback responses? This can be done by automated label in Label Management.

  • [Label Management] (/docs/how-to-guides/label-management "Label Management")

Manage Experience Journey Map​

Thinking about the overall path that your customer follows during their interactions with your brand and defining what that customer journey looks like can be an important start of improving your overall customer experience. Press’nXPress Experience Journey Map tool is an easy-to-use tool to map the touchpoints where you collect feedback across customer experience journeys for different personas and objectives. The insights will help you understand your organization’s current state and visualize customer pain points, needs and expectations. It is a collaborate tool for all your organization

  • [Manage Experience Journey Map] (/docs/how-to-guides/experience-journey-map-config "Journey Map")

Manage Workflows​

To make CX management easy and effective, responding to Customer Feedback, looping in your team, resolving customer issues and preventing churn; can be automated with PXP Automation and Workflows. Workflows are simply tasks or actions executed based on set triggers. Imagine replacing the manual work to manage feedback, get the team notified, close the loop with customer fully automated. That's exactly what you can do with PXP workflow module.

  • [Manage Workflows] (/docs/how-to-guides/workflow-automation "Manage Workflows")

PXP Glossary​

PXP glossary defines the most common vocabulary, measurements, metrics, and phrases related to the field of customer experience management and terminologies used in Press'nXPress platform to provide clarity around the meaning of a particular term.

  • [PXP Glossary] (/docs/getting-started/pxp-glossary "PXP Glossary")