Survey Reports provide valuable insights into customer feedback, helping businesses understand customer satisfaction and improve service quality. These reports allow you to visualize survey responses and analyze detailed workitem data, ensuring customer experiences are accurately captured and assessed.
The Survey Statistics Report is a graphical representation of up to four elements in a survey and the number of responses for each.
The Survey Workitems Report provides details about the workitem as well as the survey responses. For every survey, the report displays the following columns: Name The name of the survey. Created At The time the workitem started. Terminated At The time when the workitem was terminated. From The from address. To The to address. Campaign The name of the campaign the survey is under. Type The type of work item. (Inbound, Out- bound, SMS, Chat, Email, Predictive/Progressive) Disposition The final disposition of the workitem. Category The category of the workitem. In Review Time The total amount of time the workitem spent In Review. Ring Time How long the workitem rang before being answered. IVR Time The total amount of time the workitem spent in IVR. Total Queue Time The total amount of time the workitem spent in the queue. Talk Time The total talk time for all answered work- items. Wrapup Time The wrap-up time for the workitem. Duration The total duration of the workitem. Termination Which party terminated the workitem. There are 3 options: Agent, Customer or Unknown. Unknown can only happen when the agent’s WebRTC is disconnected. List Name The name of the list that the lead came from. Lead id The id of the lead that was dialed. This is what the report looks like after being run: Statistics
Workitems
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