Survey Report
Updated
Overview:
The Survey report contains all the related time stamps and KPIs related to survey, customer profile info and a holistic data of all instances from when the survey was sent to customer to when customer responded and submitted the survey.
Key Details | |
Data Aggregation and Filtering Options | Users can aggregate and filter the report based on various criteria such as the Survey sent date and Case properties. However, the report does not support aggregation based on Case Queue, Work Queue, Assignment duration, and Response duration. |
Behavior of Case Custom Fields (CFs) | The report captures the values of case custom fields at the time of survey being sent, representing a snapshot value. For real-time or current value tracking of case custom fields, the "Current value" version of the case custom fields should be exposed and utilized in the report. This ensures accurate representation of the latest case custom field values. |
Behavior of User Custom Fields (CFs) | User custom fields cannot be used in this report. Any user level field such as ‘Agent / Agent ID / Agent group / Department, etc’ will not be relevant for this report. |
Supported Channels | The metrics and dimensions in the report are relevant for all channels, including both voice and non-voice interactions if a sprinklr survey is sent. However, it's important to note that these metrics will not be relevant for Survey through IVR / voiebot. |
Date filter:
Date Filters are present at the widget level and help you sort the data according to the metric/dimension added in the date filter. It means that cases will populate according to that date filter. In Survey report, 'Survey Sent time' works as the default date filter.
Group by:
The metrics in Survey report can be grouped / filtered / aggregated by the following standard dimensions.
Dimension | Field Description |
Agent | The Sprinklr user who sent the survey form on the associated case |
Agent Email Id | The email ID associated with the respective user who sent the survey on the case |
Agent Federation Id | The federation ID / custom user id that is assigned to a user or is associated with the respective user |
Agent Group | The name of the agent group of which a particular user is a part of. In case an agent is a part of multiple groups, 2 rows will appear in the data corresponding to each of the agent groups that the agent is a part of |
Agent Id | The sprinklr user ID for whom the report is being generated |
All Engaged Users | Comma separated values/list of all the user/agents who were associated with the case on which a particular survey was sent or received a survey response based on which metric is used |
Associated Case | If survey is sent from post publishing case associated to in reply to message, otherwise actual case survey was triggered on |
Associated Case Id | This is the Case ID associated to the survey response received. It will include only the case ID |
Browser | This indicates what Browser was being used while logging in. |
Case | This is the Case associated to the survey response received. It will include the Case subject, case ID and description. |
Case Id | This is the Case ID associated to the survey response received. It will include only the case ID |
City | The name of a city. This dimension will only apply to metrics that provide city-specific insights. |
Country Name | The name of a country. This dimension will only apply to metrics that provide Country-specific insights. |
Deleted | Indicates whether the case has been deleted where the survey response had been received |
Did you use our Live Chat? | The question associated to a particular survey, when this is plotted with survey and survey response count showcases the value/response which was entered by the customer associated to the case |
Email ID of the Sprinklr user who sent the survey form on the associated case | |
Engaged Users | The total number of users who have shared content. |
Federation Id | The federation ID / custom user id that is assigned to a user or is associated with the respective user |
IP Address | IP address from which the survey was sent. |
Is there any additional feedback that you would like to provide? | The question associated to a particular survey, when this is plotted with survey and survey response count showcases the value/response which was entered by the customer associated to the case |
KB article is marked Helpful | Its a boolean field indicating true or false based on if the KB article was marked helpful by the sprinklr user while sending the survey form to the customer/ case |
KB Article is marked UnHelpful | Its a boolean field indicating true or false based on if the KB article was marked unhelpful by the sprinklr user while sending the survey form to the customer/ case |
KB Article Link was copied | Its a boolean field indicating true or false based on if the KB article link was copied by the sprinklr user while sending the survey form to the customer/ case |
KB Article was Read | Its a boolean field indicating true or false based on if the KB article was read by the sprinklr user while sending the survey form to the customer/ case |
My experience using social media to address my issue was easy and convenient. | The question associated to a particular survey, when this is plotted with survey and survey response count showcases the value/response which was entered by the customer associated to the case |
Oldest Unactioned Message | The message details ( first message in case of multiple messages) received on the case where no activity was done by the sprinklr user ( was left unactioned) associated to the case to which the survey was sent |
Oldest Unactioned Message Date | The date of the oldest ( first message in case of multiple messages) messages received on the case where no activity was done by the sprinklr user ( was left unactioned) associated to the case to which the survey was sent |
Oldest Unactioned Message Time | The timestamp of the oldest ( first message in case of multiple messages) messages received on the case where no activity was done by the sprinklr user ( was left unactioned) associated to the case to which the survey was sent |
Operating System | Indicates what Operating System was being used when viewing the video or while logging in |
Outbound Message Custom Property | The name of a Custom Property key (a.k.a. drop down list) on an outbound message, inbound message or a case. If selected on a post-level table, the text of the Property Key name (not the value from the menu) will appear next to the post. In general this dimension should be added in order after the dimension Outbound Post, Inbound Message, or Case. |
Outbound Post | Displays the text and media of an Outbound Message sent from an Account. |
Proficiency (Akelah Carter) | The proficiency score with respect to the particular skill mentioned for a user |
Referrer | Refers to where people came from when they visited your channel. |
Region | The name of the Region indicated from the IP address of the origin of the click. This can only be determined from clicks that come on Sprinklr-managed shortened URLs. This dimension can only be used with the metric Click Count. |
Survey | Name of the survey that was sent to the customer associated on a particular case |
Survey Channel | Social channel on which the case was associated on where the customer responded to the survey |
Survey Customer | Name of the customer who filled the survey (if name is not present - then the contact no will be shown in this dimension). |
Survey Customer Handle | The social network or channel where the customer responded to the survey |
Survey Customer Profile | Profile of the customer - preferably the account from which survey was filled |
Survey Filled by Customer Id | Profile ID of the customer who filled the associated survey associated to the particular case |
Survey Filled by Customer Name | Name of the customer who filled the associated survey associated to the particular case |
Survey First Brand Interaction Date | date of the first interaction/ message made by the sprinkrl user associated to the case where a particular survey was sent or received. |
Survey First Brand Interaction Time | Timestamp of the first interaction/ message made by the sprinkrl user associated to the case where a particular survey was sent or received. |
Survey First Fan Interaction Date | Date of the first interaction made by the customer associated to the case where a particular survey was sent or received. |
Survey First Fan Interaction Time | Timestamp of the first interaction made by the customer associated to the case where a particular survey was sent or received. |
Survey Language | The language in which the survey was created |
Survey Last Brand Associated Message | Showcases the last message that is sent by the sprinklr user/ brand on the case where the survey response has been received |
Survey Last Brand Interaction Date | Timestamp of the last interaction/ message made by the sprinkrl user associated to the case where a particular survey was sent or received. |
Survey Last Brand Interaction Time | Timestamp of the last interaction/ message made by the sprinkrl user associated to the case where a particular survey was sent or received. |
Survey Last Fan Associated Message | Indicates the last message that is sent by the customer on the case where the survey response has been received |
Survey Last Fan Interaction Date | date of the last interaction/ message made by the customer/ fan associated to the case where a particular survey was sent or received. |
Survey Last Fan Interaction Time | Timestamp of the last interaction/ message made by the customer associated to the case where a particular survey was sent or received. |
Survey Response Date | This shows the date at which Survey was responded by the customer on the case |
Survey Response Date | This shows the date at which Survey was responded by the customer associated on a particular case |
Survey Response Id | Alphanumeric unique ID of the Response received by the customer |
Survey Response Time | The date timestamp at which the survey response was received associated to a particular case and survey. |
Survey Sent Time | This shows the date at which Survey was sent by the sprinklr user associated on a particular case |
Text is copied from KB Article | Its a boolean field indicating true or false based on if the text sent on the case was copied from KB article by the sprinklr user while sending the survey form to the customer/ case |
Universal Case Custom Property | The name of a Custom Property key (a.k.a. drop down list) on an outbound message, inbound message or a case. If selected on a post-level table, the text of the Property Key name (not the value from the menu) will appear next to the post. In general this dimension should be added in order after the dimension Outbound Post, Inbound Message, or Case. |
User | The Sprinklr user who sent the survey form on the associated case |
User Agent | The browser from which the click originated. This dimension can only be used in conjunction with Click Count metric. |
User Current Status | This dimension will indicate the current status of the user who sent the survey to the customer (eg, available, break, training etc based on implementation) |
User Manager | The name of the manager that is associated with a particular user. This always shows the current assigned manager of the user. For Eg: In case a manager A is assigned to User A on 1st April, and is changed to manager B on 1st May; all the historical data till 30th Apr will also show the manager B associated with user A |
User Skill (Lookup) | This shows the list of skills that is assigned to the particular user. If the user has been assigned 4 different skills, this dimension when plotted in report will create 4 rows for each of the respective skill assigned. |
User Skill and Proficiency(CSV) | Comma separated values of all skills and their respective proficiencies assigned to a particular user in the below mentioned format: Skill1: Proficiency1, Skill2: Proficiency2 and so on |
User Skills(CSV) | Comma separated values of all skills assigned to a particular user in the below mentioned format: Skill1, Skill2, Skill 3 and so on |
Metrics:
Metrics | Field Description |
Survey Case Total Message Count | Count of total (customer + sprinklr user) message associated with the case on which survey is sent. |
Survey Response Count | Total number of surveys responded by the customer |
Survey Case Fan Message Count | Count of customer messages associated with the case on which survey is sent. |
Predicted CSAT Score | Predicted value of CSAT score associated to the case where the survey response was received |
Survey Case Brand Message Count | Count of sprinklr user messages associated with the case on which survey is sent. |