Common report parameters

Common report parameters are available to roles that have the Feedback Results privilege of Run Report for Self and to roles that have the additional privilege of Organization and User Selection.

Time Frame

When running reports for the current day, inclusion of the most recent data may be delayed slightly based on your database settings. Contact your System Administrator for additional information.

This parameter has two sub-parameters:

Report By. Specifies the type of date used. The following table describes the three options.

Date Type	Description
Interaction Date (Default)	Date of the interaction end time between the agent and the customer. This could be the time the recorded phone conversation ended or the time the case closed if the agent worked offline.
Survey Invite Date	Date the customer is invited to take a survey.
Survey Response Date	Date the customer starts the survey.

Date Range. There are two options for specifying the date range: relative and absolute. Most reports have both options; however, there are a few reports that do not have the second option. Following is a description of the two options.
- Relative date range. Use this option to define a date range based on a time period (Days, Weeks, or Months) relative to a specific date.
  
  The default is 1 Month Ending on the last day of the current month of the user’s preferred time zone.
- Absolute date and time range. Use this option to specify both the beginning and ending date and time.

For trend reports, the maximum values for the Time Frame parameter are:

14 days
13 weeks
12 months

Time Zone

This parameter specifies the time zone to use.

Options:

user’s time zone (Default)

The user’s Default Time Zone is set on the Preferences page available on the Toolbar.
Agents Organization Time Zone - Uses each agent’s organization time zone.
a selected time zone

Survey

This parameter specifies the survey(s) to use. This list includes all active and inactive surveys for the selected organization and its suborganizations.

Options:

All Surveys (Default) - All surveys in the list.
a single survey

Matrix View

This parameter specifies the matrix view to use in the report.

Options:

Organization (Default) - The data points on the matrix report are direct suborganizations of the selected organization.
Employee - The data points on the matrix report are direct and indirect employees on the tree of the selected organization.

Business Objective

This parameter specifies the business objective to use in the report. The list of business objectives vary based on whether the report Parameter page has the Survey parameter, the selected organization, and/or the selected survey.

If the survey parameter is not available, the list includes all active and inactive business objectives for the selected organization.

If the survey parameter is available, the list includes all active and inactive business objectives for the questions in the selected survey.

Options:

Overall (Default) - All business objectives in the list.
a single business objective

Question

This parameter specifies the question(s) to use. The questions in the list vary depending on whether the report Parameter page has the Survey parameter, the selected organization, and/or the selected survey.

If the Survey parameter is not available, the list includes the titles of all questions visible to the selected organization (scale, option, and/or comment questions).

Option:

a single question

If the Survey parameter is available, the list includes the titles of all questions assigned to the selected survey(s) (scale, option, and/or comment questions).

Options:
- All questions (Default) - All questions in the list.
- a single question

Top Box Trend report: For this report, only questions with three or more answers are available in the list.

Participation

This parameter specifies the participation metric to use in the report.

Options:

Survey Response Rate (Default)
Survey Completion Rate
Question Completion Rate
Answered Survey Count
Survey Transfer Rate
Question Response Rate

Channel

This parameter specifies the survey channel. Options:

All Channels
Phone
Web

Transaction

This parameter specifies the transaction(s) to use in the report. The list includes all active and inactive transactions.

Options:

All Transactions (Default) - This selection includes all transactions visible to the selected organization.
a single transaction

Language

This parameter specifies the language to use. The list includes all active and inactive languages.

Options:

All Languages (Default) - This selection includes all languages.
a single language

Report Format

This parameter specifies the report output format.

Options:

HTML (Default) - The report displays in the Report Viewer window. From this format you can use the drill through report feature to access additional Customer Feedback details.
PDF - This format provides all the benefits available with any PDF document, for example, you can print, send in an email, add mark-up and comments with Adobe Acrobat. The drill through to a report feature is not available in this format.