Feedback

Overview

You can view Survey results by selecting the Feedback tab in Reports. There are three main sections for viewing feedback for some Survey for a defined time period: Overview , Agent Results and Submission Results.

Use the Select Interval and Select Survey drop-downs to choose the date range and Survey you want to view results for.

The selections you make will persist the next time you open the Feedback tab. Toggle between the Overview, Agent Results and Submission Results sub-tabs to change the information you see about the surveys submittals

The Overview tab provides an overview of metrics about the selected Survey:

Surveys Invited

The number of times an invitation message for the selected Survey was sent (via a Send Survey Conversation Rule action) during the time frame. If explicit Invitation is not sent, then the Invitation time is assumed to be the same as the Submittal time.

Surveys Submitted

The number of times the selected Survey was submitted during the time frame. Submittal is counted whenever a conversation that includes at least one customer response to a Survey Question is closed.

Avg Survey Score

For each Score Choice or Number Rating type Question on the Survey, the average score value for the responses to the question for Surveys submitted during the selected time frame.

Avg Survey Sentiment Score

For each Free Form Text type Question on the Survey, the average sentiment value for the responses to the question for Surveys submitted during the selected time frame. Sentiment is a score rating from -1 to 1 indicating the customer’s overall mood based on the language used in the free-form text response.

Agent Results

The Agent Results tab provides information about the ratings given to the agents who handled the conversation the survey is about.

Agent Results consists of a table with rows for each Agent who handled conversations that resulted in a survey submittal. The survey results are associated with the human Agent who sent the most outgoing messages on the conversation that triggered the survey. If the triggering conversation was handled solely by a Bot, the results will be associated with the last Bot to handle the triggering conversation.

The Submissions column provides a count of the total number of survey results received for the Agent. There will be columns for each Score Choice and Number Type type question on the survey that display the agent’s average score for all survey submittals during the selected timeframe and for the selected Survey. Note that any Free Form Text type questions are not included in this report.

A Total row is provided at the top of the list that provides the aggregated metrics for all Agents.

The View Submissions button for each row can be used to view the individual survey submissions for conversations handled by the corresponding Agent for the selected Survey and timeframe. The button will open the Submission Results tab automatically filtered by the selected Agent.

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Sort & Filter

You can use the sort arrows in the column headings to sort the data by agent or by average score for some question to change the order of the results. Select the magnifying glass Search button in the upper right to search for some specific Agent in the list.

Submission Results

Feedback can be reviewed for each individual survey submission for the selected Survey and time period. Filters are available to restrict the data to a particular set of Agents, or by a particular set of the scores received. This could be used to allow a Manager or Administrator to easily review any customer entered comments for the surveys that received low scores.

There will be Filters available on the left-hand side for each Score Choice & Number Type question configured on the selected Survey. Additionally, you can filter by the Platform or Agent who handled the conversation that triggered the Survey. You can enter multiple selections in each filter. If no filter values are set, then all feedback will be returned in the list.

Each section provides the name of the Agent who handled the conversation that triggered the survey, as well as the customer name who was messaging in. All the Questions - both Score Choice, Number Choice, and Free Form Text types - are returned along with the customer’s answer to the question.

The View Conversation button is available to review the conversation that triggered the survey, as well as any other conversations the customer had recently engaged in.

Export Data

The Export Data button in the upper right corner of any of the Feedback sub-tabs can be selected to download a CSV file containing the results for each submittal that occurred during the selected time range. The data includes:

• submission_id: The unique identifier of the Survey submittal.

• agent_id: The human agent who sent the most messages on the conversation that triggered the Survey. If the conversation that triggered the Survey was handled only by a bot, this will be blank.

• platform: The platform of the conversation that triggered the Survey (SMS, Web Chat, etc.).

• requested_time: The time the Send Survey action was triggered for the Survey. Basically the time the customer was invited to take the Survey, or when the first question was asked. If no Send Survey action was triggered, but a Survey was submitted, the requested time will be set to the submitted time.

• submitted_time: The time the administering Survey conversation (the conversation that had at least one customer response to a Survey Question) is closed.

• survey_id: The ID of the Survey the results are for.

• soliciting _conversation_id: The unique identifier of the conversation that triggered the Survey

• question_score_value: Each Score Choice type Question will be listed in a separate column showing the numeric score (0 to 5) for the customer’s response to the Question. If the customer did not answer the question, the value will be blank.

• question_number_value: The column heading will be formatted like score-choice type questions with the questionID followed by _score_value.

• question_texual_response: Each Free Form Text type Question will be listed in a separate column showing the customer’s response to the Question. If the customer did not answer the question, the value will be blank.

• question_sentiment_score: Each Free Form Text type Question will be listed in a separate column showing the sentiment score (-1 to 1) for customer’s response to the Question. If the customer did not answer the question, the value will be blank.

• conversation.X: Each of the conversation fields specified in the Survey Context section of the Survey definition will be listed in a separate column showing the value for that field for the triggering conversation at the time the Survey was requested (when the Send Survey action was triggered).

Similar information is available in the SurveySubmissionReceived webhook which is fired when a Survey submission is received (i.e. when a conversation in which at least one Survey Question is answered is closed).