1. Team Members can see details of their own ratings and the Leaderboard. This is the default and is the level of access for all free accounts.
2. Team Members can see details of their own ratings but can’t see the Leaderboard
3. Team Members can’t see any rating information. Notifications are automatically turned off for Team Members when this level of access is selected.

How do I set the level of access?

Under the Account heading on the main menu, select the Profile page. From there, you’ll see the options listed above under the heading Team Member Access. Just select the level you require and click Update.

What about Admins and Team Leaders?

This setting doesn’t affect the level of access of Team Leaders and Administrators. Team Leaders can see the Leaderboard, their own ratings and their team’s ratings. Administrators can see the Leaderboard and all ratings.

General Reporting

Hively provides you with data on your customer happiness and team member performance on the ‘All Ratings’ page. This page is accessible by all Team Leaders and Account Administrators. For Team Leaders, only ratings for members of their team or teams is shown whereas for Account Administrators, ratings for all team members are shown.

To get here, click on the ‘All Ratings’ page in the top menu. You will be taken to the All Ratings page. On this page you can filter the ratings by Happy, Satisfied and Unhappy and indicate if you only want to view ratings with WOW’s and/or comments. You can view this data for the last 7 days, last 30 or all time. You can also choose to view this data for your entire team, an individual team member or your customers. To view for a customer simply filter by their email address or their domain name. Example: ‘bob@acme.com’ or just ‘acme.com’ – no quotes needed.

The top section will show you trends for your different rating types and your overall customer happiness. It will also display each individual rating below so you can see details. All of this data can be downloaded into a .CSV file.

Remember – you can also get a summary of your teams performance emailed to you daily or weekly by activating this notification.

Advanced Reporting

In addition to the general reporting capabilities, customers on paid plans have access to Hively’s advanced reporting features. To access this, select ‘Actions’, then ‘Reporting’ from the main menu.

Pre-built reports

Hively provides pre-built reports for you that cover the most common reporting scenarios. Specifically:

• All Ratings: Details of all ratings on your account.
• Account Summary: Totals and percentages by rating type at the account level.
• User summary: Totals and percentages by rating type at the user level.
• Leaderboard: This is a multi-part report containing the Account Summary and the User Summary.

There is an ‘all time’ and a ‘last 30 days’ version of each of the above reports. For different periods, you can create a custom report as covered in the next section.

To run a pre-built report in the browser, click the name of the report from the report list on the Reporting page. Reports can be exported as HTML or CSV from the ‘Actions’ menu for each report on the Reporting page. Note: Multi-part reports can’t be exported in CSV format, only HTML.

Custom reports

If the pre-built reports don’t cover your needs, you can build, save and schedule your own reports. To create a report, click the ‘Add Report’ button at the top of the Reporting page. Choose a name and select your fields and filters. Click ‘Create Report Type’ when you’re done.

Tip: If you’re not sure which fields and filters to select, run a pre-built report that is similar to yours. At the top of the report you’ll see the fields and filters used to create that report. That could be a starting point for creating your report.

Multi-part reports

Multi-part reports can be used to combine multiple reports into one. The ‘Leaderboard’ pre-built report is an example of a multi-part report.

To create a multi-part report, click the ‘Add Multi-part Report’ button at the top of the Reporting page. From there, choose a name for the report and select the reports that you want to be included in your report. Any single-part report can be included in a multi-part report.

Multi-part reports can be run in the browser and exported as HTML, but cannot be exported as CSV.

Scheduling

Any pre-built or custom report can be scheduled to run automatically and sent to one or more email address. You can schedule a report from the main Reporting page. Find the report you want to schedule in the list of reports and select ‘Schedule’ from the ‘Actions’ drop-down for that report. Fill in the run date, frequency, recipients and format and click ‘Schedule report’.

The smiley images will only display to customers if you also see them displayed where you’ve pasted them. The snippets should paste properly anywhere HTML is accepted – email, CRM, website, etc.If you’re experiencing any issues with the Hively smiley images or the rating snippets here are some tips:

Be sure the snippets are being fully copied. Some people miss a few elements and items don’t render properly. You can copy the snippets from several areas in Hively:

• From the set up email that gets sent out to each user. In this method, be sure all images are being displayed prior to copying them. To do this, simply click the ‘Display Images’ or ‘Show Image’ button/link (Depending on your email client) in your email. Then, highlight the entire area, copy and paste into the desired location. Note: Be sure to white label the Hively domain (teamhively.com) so received emails won’t be treated as spam or have images blocked.
• From the user ‘Actions’ dropdown. On the Leaderboard, each user is displayed and has an ‘Actions’ dropdown button. Under this dropdown is a link that reads ‘Get Rating Snippet’. Clicking this will show you the rating snippet to copy. Highlight the entire area, copy and paste into your desired location. If you’re worried about getting all of it, click the ‘Show HTML toggle’ to ‘Yes’. Then, click into the box with the exposed HTML. Highlight all of the HTML and paste. Note: You will also find the Actions dropdown for each user on their individual ‘My Ratings’ page.
• Snippet Gallery. The Snippet Gallery is found on the under Snippets on the main menu. Here, you can click the ‘Get Snippet’ button for your chosen snippet. Highlight the entire area, copy and paste into your CRM. If you’re worried about getting all of it, click the ‘Show HTML toggle’ to ‘Yes’. Then, click into the box with the exposed HTML. Highlight all of the HTML and paste into your CRM.

If you’ve tried all of this and things are still not working contact us and let us know. When you  do so, it would be helpful if you could let us know a few things.

• What CRM (Salesforce, Assistly, ZenDesk, etc.) are you using?
• What email client and version (Outlook, Gmail, Yahoo, etc.) are you using?
• What browser and version (IE 8, FireFox 10, Chrome, etc.) are you using?
• Have you or any users pasted any snippet versions successfully into an email client or CRM? If so, which one(s)?

Having this email sent to your customers is optional. You can set your preferences for this notification in the notification settings. Go to the main menu and select Notifications under User. The notification titled ‘Customer Rating Confirmation’ can be set to On or Off.

Here is a sample of what this email looks like:

To change the settings on this notification, select Notifications from the main menu under User. Here you will see the ‘Leaderboard & Top Score’ notification option. Simply set this to Weekly, Monthly or Off based on your preference.

The notification that goes out also includes the points earned, details of the customer that left the rating and where the user is currently ranked on the leaderboard.

Customer rating notifications are turned on by default. To change this and turn them off simply select Notifications from the main menu and toggle the icons to off next to ‘Customer Rating’.

Each user can chose to receive this email or have it turned off. Select Notifications from the main menu and set Leaderboard & Top Score to Off.

You can choose to receive this email daily or weekly or opt to turn the notification off altogether.

Here you can determine your notification settings. Set each Notification to ‘On’ that you want to receive and to ‘Off’ for those you do not. For team summary email you can choose to receive the notification daily, weekly or not at all.

To view all the notifications and set your preferences, select Notifications from the main menu in the top right-hand corner. You can determine which notifications your want to receive by simply toggling the switch for each.

Here is some summary information about the notifications in Hively. Account Administrators have access to the same notifications as Team Leaders.

Leaderboard & Top Score – Announces top score holder and total team leaderboard ranking. This email is sent to your entire team either weekly (Sunday night) or monthly (the first of every month) with data for the previous week or month, respectively.

Rating Summary - Summary of ratings and scores for each user and your team overall based on running results for the last 7 days. You can choose to receive this email daily, weekly (Sunday night) or not at all.

Customer Rating of Team Member – This notification is for Account Administrators and Team Leaders only. If that’s you, you can opt to be notified every time a user gets a rating from a customer. You can choose to receive all of them or select by specific rating types. This email is sent every time a customer provides a rating.

Customer Rating - This notification is for users only. If you’re a user you can opt to be notified every time you get a rating from a customer. This email is sent every time a customer provides a rating.

No Team Member Ratings - This notification is for Account Administrators and Team Leaders only. This lets you know which users are not getting customer ratings. This email is sent if 1 week passes without any ratings.

No Recent Ratings - This notification is for users only. Lets users know they are not getting any customer ratings. This email is sent if 1 week passes without any ratings.

Customer Rating Confirmation – This email is sent to your customer if they leave their email address when providing feedback. It’s basically an email confirmation receipt informing them of the rating and feedback they gave you.

Notifications are also sent out automatically for the following events:

For Team Leaders –

• When email snippet instructions are sent
• Account verification at registration
• Forgot/change password
• Forgot/change username
• Change of subscription plan
• Monthly subscription plan charge

For users -

• When registered by team leader
• When email snippet instructions are sent
• Forgot/change password
• Forgot/change username