Accessing and Utilizing Contact Center Data
The Platform Contact Center team collects and maintains data from MyVA411 call centers and Medallia surveys. VFS teams can leverage this data to identify needs and pain points, plus establish quantitative baselines for measuring improvement. This document outlines details about the data collected and how to use this data to improve VFS products on VA.gov.
MyVA411 Data
Data from the MyVA411 main information line (800-698-2411) is logged in SalesForce by call center agents. Certain case information is imported into DOMO for visualization, such as:
Case Category
Case Type (Sub-Category)
Outcome
Date Information
Any fields that may contain personally identifiable information (PII)—such as case notes and Veteran contact information—are not imported into DOMO. An export of MyVA411 case note information can be requested by opening a Qualitative Data Request. Qualitative data may contain PII and therefore needs to be shared to a VA email address on the VA network.
Medallia Data
Medallia Feedback Survey
The Medallia Feedback survey is accessed by clicking on the blue “Feedback” button located at the bottom of the main content on most modernized VA.gov pages.
Medallia Feedback button
Medallia Feedback Survey
Feedback Survey Questions
Were you able to do your task today?
Yes
No
What task were you trying to do today?
Open text field
What is your overall satisfaction with this site?
Not at all satisfied
Dissatisfied
Neither satisfied nor dissatisfied
Satisfied
Very satisfied
Medallia Intercept Survey
The intercept survey is enabled across all of modernized VA.gov. It randomly “intercepts” 5% of VA.gov users who have had a 20-second or more extended session. There are 5 questions focused on satisfaction and trust in VA. See this document for more information.
Medallia Intercept Survey
Medallia Intercept Survey Invitation
Medallia Intercept Survey Questions
Please rate your experience with VA.gov today.
Very Bad
Somewhat bad
Neither bad nor good
Somewhat good
Very good
Why did you select that rating?
Open text field
Please rate how understandable this site's information is.
Difficult to understand
Somewhat difficult to understand
Some is easy, some is difficult
Somewhat easy to understand
Easy to understand
How did this interaction change your trust in Veterans Affairs?
Decreased my trust
Somewhat decreased my trust
Neither increased nor decreased my trust
Somewhat increased my trust
Increased my trust
How much do you trust Veterans Affairs to fulfill our country’s commitment to Veterans?
High level of distrust
Modest level of distrust
Neither trust nor distrust
Modest level of trust
High level of trust
Accessing Medallia Data
Quantitative data can be found on the Medallia DOMO Dashboard.
An export of qualitative information—responses gathered through the open text fields on both surveys—can be requested by opening a Qualitative Data Request. Qualitative data may contain PII and therefore needs to be shared to a VA email address on the VA network.
Open text fields on the Medallia surveys referenced here can contain user responses that are raw and explicit. Please be aware of the frustrated state some users may be in when submitting responses and the impact this may have on their language.
What to Do With the Data
There are a variety of potential utilizations of MyVA411 support data and Medallia survey data. Consider some of the following recommendations for where to start:
Establish a Baseline and Measure Success
Utilize the MyVA411 Dashboard to track ticket volume for relevant case categories.
Utilize the Medallia Dashboard to measure your product's satisfaction scores and task completion percentages.
Identify Pain Points
Specific metrics can expose areas of needed improvement:
High MyVA411 ticket volume for relevant sub-categories
Low satisfaction scores for your product/urls
Low task completion percentage for your product/urls
A negative net change in trust for your product/urls
Qualitative data can help further define specifics as to issues Veterans are experiencing. Primary sources of this qualitative information are:
Why did you select that rating? (Medallia intercept survey)
What task were you trying to do today? (Medallia feedback survey)
MyVA411 Case notes
Build Your Icebox/Backlog
Qualitative data exports can provide insights into trending complaints or issues. These trends can be identified and incorporated into tickets for your team to address in future sprints.
Write More Informative Research Questions and Hypotheses
Iterative research is a great way to make gradual improvements to a product. Pain points can identify areas that need improvement, and Veteran responses through Medallia and case notes can be utilized to write informative research questions and hypotheses.
Resources
vsp-contact-center-support Slack channel
Help and feedback
Get help from the Platform Support Team in Slack.
Submit a feature idea to the Platform.