Feedback Sessions report

Use the Feedback Sessions report to generate a detailed list of every Customer Feedback session that has taken place within a specific time frame and for the selected report parameters, such as organization, survey, question. The report enables you to see detailed survey session attributes.

Only surveys with one or more responses are included in this report.

If the customer has left a closing message with the survey you can use the ClosingMessage/Contact Session column to access the message. If Customer Feedback is integrated with the Speech Analytics, the message type is voice, and the survey closing message was assigned to one or more speech categories, you can use the ClosingMessage/Contact Session column to locate the note that identifies the speech categories and scores.
If the customer has left a response to Comment question, you can use the Response column to access it. If Customer Feedback is integrated with the Speech Analytics, the message type is voice, and the question response was assigned to one or more speech categories, you can use the Response column to locate the note that identifies the speech categories and scores.
If Customer Feedback is integrated with Quality Monitoring you can use the ClosingMessage/Contact Session column to drill to the call, which enables you to playback the recorded contact associated with the survey. The contact opens in a new window which contains the Quality Monitoring contact player.
If Customer Feedback is integrated with the web survey application, you can use the ClosingMessage/Contact Session column to view the completed survey.

For optimum report performance, we recommend running this report with as limited a date range and organization scope as possible. Running the report for long date ranges and/or for many organizations can result in significant report run times.

Parameters

The following report parameters are unique to the report:

Parameter	Description
Closing Message	Specifies whether or not to include surveys with closing messages. Options: Blank (Default): Include both surveys with and without a closing message. Yes: Include only surveys with a closing message. No: Include only surveys without a closing message.
<Custom Survey Attribute>	Includes only the surveys that match the specified attribute value. There are two options for specifying the attribute value: Use regular characters: When regular characters are used, the match must be exact. Use regular characters with wildcard characters: In general, wildcard characters are keyboard characters that represent one or more characters in a search for surveys. When wildcard characters are used, the match is more flexible. The Custom Survey Attribute is defined on System Management > Customer Feedback > Settings.
Sort by	Designates the primary sort order for data on the report. Select from the following options: NOTE: For telephone surveys, the first three sort dates are usually the same. Interaction Date: Date of the customer contact Invite Date: Date the survey invitation was sent Start Date: Date the customer started the survey Duration: Length of the survey session Agent: Name of the agent who handled the contact Survey: Title of the survey taken by the customer <Custom Survey Attribute>: Customer-defined attribute associated with the survey Transaction: Name of the transaction (type of service) associated with the contact Language: Survey language used. Channel: Medium for the survey.

Parameter

Description

Closing Message

Specifies whether or not to include surveys with closing messages. Options:

Blank (Default): Include both surveys with and without a closing message.
Yes: Include only surveys with a closing message.
No: Include only surveys without a closing message.

Includes only the surveys that match the specified attribute value. There are two options for specifying the attribute value:

Use regular characters: When regular characters are used, the match must be exact.
Use regular characters with wildcard characters: In general, wildcard characters are keyboard characters that represent one or more characters in a search for surveys. When wildcard characters are used, the match is more flexible.

The Custom Survey Attribute is defined on System Management > Customer Feedback > Settings.

Sort by

Designates the primary sort order for data on the report. Select from the following options:

NOTE: For telephone surveys, the first three sort dates are usually the same.

Interaction Date: Date of the customer contact
Invite Date: Date the survey invitation was sent
Start Date: Date the customer started the survey
Duration: Length of the survey session
Agent: Name of the agent who handled the contact
Survey: Title of the survey taken by the customer
<Custom Survey Attribute>: Customer-defined attribute associated with the survey
Transaction: Name of the transaction (type of service) associated with the contact
Language: Survey language used.
Channel: Medium for the survey.

Wildcard characters for the custom survey attribute parameter

Wildcard character	Description
%	A substitute for 0 or more characters. This wildcard character can be used as either a prefix or a suffix. See the following Example 2.
- (underscore)	A substitute for a single character. See the following Example 3.
[]	Any single character in a specified set (for example, [abcdef]) or range (for example [a-f]) for the wildcard to match. See the following Example 4.
[^]	Matches only a character NOT specified within the brackets. See the following Example 5.

Example: Customer Survey Attribute values and their results

For this example, assume that the database has the following four customer IDs:

CNA12345
CNB12346
CNC12347
CND12348

Report results with different attribute values:

Example 1: When the value is CNA12345 and does not use a wildcard, one match is found and the report only includes session information for one customer ID, CNA12345.
Example 2: When the value is %1234%, four matches are found and the report includes information for the four customer IDs: CNA12345, CNB12346, CNC12347, and CND12348.
Example 3: When the value is _NB12346, one match is found and the report includes session information for only one customer ID, CNB12346. This customer ID was found because it was the only 8 character customer ID ended with NB12346.
Example 4: When the value is the set [1234] or the range [1-4], four matches are found and the report includes session information for customer IDs CNA12345, CNB12346, CNC12347, and CND12348. These customer IDs were included because they all contain at one of the characters in the set or range.
Example 5: When the value is [^CNA], three matches are found and the report includes session information for customer IDs CNB12346, CNC12347, and CND12348. CNA12345 is excluded because this wildcard specifies NOT to include a customer ID that with CNA in it.

For information about advanced use of wildcards characters, go to

http://technet.microsoft.com

Report output/data

The contains the following data relative to the selected report parameters:

Data	Description
Date / Duration	Combines the following date/time fields into a single column: Interaction: Date/time of the customer contact. Invite: Date/time when the survey invitation was issued. Start: Date/time when the customer started the survey. Duration: Time in seconds the customer spent completing the survey. Dates and times display according to the user’s format as configured in user preferences. Times display in the local user’s time zone.
Agent	Name of the agent involved with the customer contact.
Transaction / Channel / Language	Combines the following survey fields into a single column: Transaction: Service provided for the customer. Channel: Medium used for the survey (phone or web). Language: Language used for the survey.
Closing Message / Contact Session	The left side of the column displays one the following values: NA: No recorded message/text was provided with the survey. Text: Link to view the completed web survey (if web integration is enabled). Voice: Link to listen to the recorded closing message provided with the phone survey. When Speech Integration is enabled and the survey closing message was assigned to one or more speech categories, a superscript arabic number is added after the link. This number identifies the note at the end of the report that provides the survey closing comment categories and scores. Right side of the column displays the following value when Quality Monitoring integration is enabled: QM: Link to listen to the related recorded Quality Monitoring contact.
<Custom Survey Attribute>	Displays the custom survey attribute associated with the survey. The custom survey attribute is defined by the application administrator in System Management > Customer Feedback > Settings. When the custom survey attribute is over 32 characters, the first 32 characters are displayed with a superscript arabic number. This number identifies the note at the end of the report that provides the complete custom survey attribute.
Survey	Displays the title of the survey. (Surveys without any responses are excluded from this report.)
Question	Displays each question contained in the survey.
Response	Displays the response provided by the customer taking the survey. For Scale questions, displays the score as a percentage. For Option questions, displays the option selected. For Comment questions, displays either Voice, Text, No Message, or Timeout. Voice: Link to listen to the recorded response in a phone survey. When Speech Integration is enabled and the response was assigned to one or more speech categories, a superscript arabic number is added after the link. This number identifies the note at the end of the report that provides the question message categories and scores. Text: Link to view the response in a web survey.

Sample report