You can create reporting widgets using survey-specific metrics and dimensions that let you configure your view of customer feedback data.

Survey Summary

Survey Sent Count

Survey Sent Count is the total number of surveys sent out to the users.

Create a Counter widget and select the Survey Sent Count metric.

Sent Survey Trend

Create a Spline widget and select the Survey Sent Count metric with Survey Sent Date and Survey Customer Channel dimensions.

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Survey Failed Count

Create a Counter widget and select the Survey Failed Count custom metric.

Failed Survey Trend

Create a Spline widget and select the Survey Failed Count custom metric with Survey Sent Date and Survey Customer Channel dimensions.

Survey Clicked Count

Survey Clicked Count is the total number of survey links clicked by the users.

Create a Counter widget and select the Clicked Surveys Count custom metric.

Clicked Surveys Trend

Create a Spline widget and select the Clicked Surveys Count custom metric with Survey Sent Date and Survey Customer Channel dimensions.

Survey Submitted Count

Create a Counter widget and select the Submitted Surveys Count custom metric.

Submitted Survey Trend

Create a Spline widget and select the Survey Filled Count custom metric with Sent Survey Response Date and Survey Customer Channel dimensions.

Submit Rate

Create a Counter widget and select the Survey Submit Rate custom metric.

Bounce Rate

The percentage of users who clicked on the survey but did not complete it. (Survey Not Completed Count/Survey Clicked Count)*100.

Create a Counter widget and select the Survey Bounce Rate custom metric.

Agents with low survey scores

Create a Table widget. Select the Survey Response Count metric with Case and Agent dimensions. Also, select the desired Survey question.

Root Cause Analysis

Agent wise RCA on low survey scores

Create a Table widget and select the Survey Case Brand Message Count and Survey Case Fan Message Count metrics with Case Id and Agent dimensions. Also, select the desired Survey Custom Fields you want to view supervisors' inputs for.

Supervisor: Question wise RCA

Create a Pie widget and select the Survey Response Count metric with the desired Survey Custom Field you want to view supervisors' inputs for.

Supervisor: Question wise RCA

Create a Column widget and select the Survey Response Count metric with the desired Survey Custom Field you want to view supervisors' inputs for.