Glossary
A reference guide to the terms used throughout Action Connect.
Access Filter
Section titled “Access Filter”A saved set of filters that limits which feedback particular shared people can see. People in an access filter only ever see feedback that matches it. Only the project owner can create and manage access filters, and owners always see all the data. See Sharing and access filters.
Action Category
Section titled “Action Category”The broad category a piece of feedback belongs to, such as “Service Quality and Support”. Also called a Topic.
Action Owner ID
Section titled “Action Owner ID”The variable that identifies who’s responsible for each piece of feedback, such as the account owner’s email. Chosen during project setup, and required. It becomes the Owner ID filter.
Action Sub Category
Section titled “Action Sub Category”A more specific theme within an Action Category, such as “Hardware Support”. Also called a Sub Topic or Subtopic.
Approve / Decline
Section titled “Approve / Decline”Accept an AI suggestion with the thumbs up, or reject it with the thumbs down and choose your own. Anything you approve or change is kept when the AI reclassifies your feedback.
Classification
Section titled “Classification”One set of Action Category, Action Sub Category, Initiative and Response for a piece of feedback. Feedback can have up to three classifications, for when it covers more than one issue.
Context for Action Categorisation
Section titled “Context for Action Categorisation”A short description of your feedback that helps the AI create and assign categories. Suggested automatically during setup, and you can edit it.
Customer Feedback
Section titled “Customer Feedback”The original text a customer gave, from your survey or data store. This is what Action Connect categorizes and drafts responses for.
Feedback Date
Section titled “Feedback Date”The date variable that records when each piece of feedback was given. Required for every project. It powers the period filter.
Filter Variables
Section titled “Filter Variables”See Project Filter Variables.
Financial Year
Section titled “Financial Year”When the project’s financial year runs: 1 Jul - 30 Jun, 1 Oct - 30 Sept or 1 Apr - 31 Mar. Chosen during setup, and used by the Financial Year option on the period filter. Projects created before this setting existed use 1 Jul - 30 Jun.
On the Opportunity Score tab, how far an issue’s average rating sits below the top of the rating scale. A bigger gap means more room to improve.
Incoming Data Filter
Section titled “Incoming Data Filter”A restriction set on a Project Filter Variable during setup, so the project only imports feedback with certain values. Listed on the Configuration tab of Project Settings.
Initiative
Section titled “Initiative”A planned improvement, such as a project, fix or change, linked to the sub categories it addresses. Each initiative can have a description, owner email, status and due date. Initiatives replace what were previously called Defined Solutions. See Initiatives.
Label Variables
Section titled “Label Variables”Variables shown alongside each piece of feedback in the Action Details dialog, for context, such as account name or customer tier. They’re not used for filtering. Up to 10 per project.
Linking Variable
Section titled “Linking Variable”A unique identifier, such as a customer ID, email or GUID, that connects feedback to its rating when they’re in separate data sources. Both data sources need a variable with matching values.
On the Opportunity Score tab, an issue’s average rating, on the project’s own rating scale.
Opportunity Index
Section titled “Opportunity Index”An initiative’s combined Opportunity Score across all its linked sub categories, from 0 to 100. Shown on the Initiatives tab.
Opportunity Score
Section titled “Opportunity Score”A score from half a star to five stars showing where improvement would make the biggest difference. It weighs up how often an issue comes up, how poorly it’s rated, and how strongly it drives ratings. Only for projects with ratings. See Opportunity Score.
Priority Analysis Filters
Section titled “Priority Analysis Filters”Project Filter Variables chosen in step 4 of setup to break the Opportunity Score down by segment, such as by region.
Project Filter Variables
Section titled “Project Filter Variables”Variables chosen during setup that become the Other filters on every tab, so you can slice feedback by things like region or account tier. They can also be used in access filters.
Project Last Discovered
Section titled “Project Last Discovered”Shown in the project header: when Action Connect last checked your data source for new feedback.
Project Lead
Section titled “Project Lead”A project role that can review feedback (approve, change and add classifications) but can’t manage categories or initiatives.
Project Settings
Section titled “Project Settings”The dialog you open with Settings in the project header. Its tabs are Feedback Categories, Initiatives and Configuration. Project Leads and Viewers see View Settings and a read-only version.
Project Start Date
Section titled “Project Start Date”An optional date set during setup. Feedback from before it is ignored.
% Reach
Section titled “% Reach”On the Opportunity Score tab, the share of feedback that mentions an issue.
Rating Date
Section titled “Rating Date”The date a rating was given. Required when the project has ratings. In a project with ratings in a separate data source, it comes from that source.
Reporting Period
Section titled “Reporting Period”How the period filter groups dates when you open the project: Monthly, Quarterly or Yearly. Chosen during setup. You can switch the period filter to any of its other options, including Weekly and Financial Year.
Response
Section titled “Response”The AI’s suggested reply to a piece of feedback: what the owner might say back to the customer. Shown as Response Text on the Customer Feedback tab. You can approve it or rewrite it.
Response Rating
Section titled “Response Rating”An optional numeric score linked to each piece of feedback. It might be an overall satisfaction rating from the same survey, or a follow-up rating collected later. Ratings unlock the rating columns and the Opportunity Score.
Ask the AI to reclassify your feedback against your current categories, using Save Categories & Retag on the Feedback Categories tab of Project Settings. Anything already approved or changed is kept.
Save Categories & Retag
Section titled “Save Categories & Retag”A button on the Feedback Categories tab of the Project Settings dialog. It saves your categories and then retags your feedback against them.
Survey Wave Linking
Section titled “Survey Wave Linking”A setup for longitudinal programs where the original feedback and a follow-up rating are in the same data store but in different survey waves. Set it up as ratings in a separate data source, with a linking variable in the second wave that stores the first-wave response’s GUID.
Text Auto Report (TAR)
Section titled “Text Auto Report (TAR)”A Text Explorer report generated from an Action Connect project, either for the whole project or for one sub category. Only the project owner can generate one, and they need a Text Explorer license.
Topic / Sub Topic
Section titled “Topic / Sub Topic”The names the category editor uses for Action Category and Action Sub Category.
Valid Rating Values
Section titled “Valid Rating Values”The rating values that count toward averages and Opportunity Scores. Set during setup with Define Valid Rating Values, so values like “Don’t know” can be left out.