The Frontline Report gives head‑office users a single, consolidated view of how every frontline manager and frontline team member is interacting with customer feedback. The report enables recognition of the right behaviours and timely coaching where engagement lags. It surfaces who is logging in, who is reading responses, who is sending shoutouts, and whether a Focus Area is set. Head office users are also able to set a Focus Area for any team directly from the report.
Focus Areas
The Focus Area tab shows how a team’s selected focus areas align with their performance over time. A separate row is displayed for every period in which a focus area was added or changed within the selected date range.
If a team has had multiple focus areas set during the reporting period, each focus area, along with the timeframe it was active, appears as its own row. This allows you to clearly see how focus areas have shifted and assess performance relative to each distinct period.
Each row includes:
The focus area that was in effect
The start and end dates for that focus area
- Responses
- Responses with a Focus Area - where Dynamic Surveys asked about the Focus Area
- Actions confirmed - this is count of responses where Dynamic Surveys ask the respondent whether a Focus Area action was performed by a team member and they confirm that it was
- Actions not confirmed - same as Actions confirmed but the respondent said the action was not performed by a team member
- Score vs Last Period - score change vs the previous period (only calculated for the active focus area).
For more information on how Focus Areas work and interact with Dynamic Surveys, see the Focus Areas article.
Engagement
The Engagement tab shows an overview of all frontline users and manager along with how many times they are logging into AskNicely, opening responses, and sending or receiving Shoutouts.
Shoutouts
The Shoutouts tab provides a feed of all shoutouts sent in the selected time period to provide a history of positive engagement. This is an easy way to see which frontline managers are encouraging their team and the direct feedback that team members are receiving.