Surveys Detail view


Prerequisites

The following permissions:

  • Analytics > Survey Aggregate > View
  • Quality > Survey Form > View

The Survey Detail view displays customer response data for question groups on survey forms sent to customers after an interaction. Use it to find out the average score for question groups and questions. Each row in the view displays customer response data for a survey form question group. You can expand each row to see the questions in each question group.

To see the Survey Detail view:

  1. Click PerformanceSurveys.
  2. In a survey form’s row, click 
  3. In the expanded rows, click the date of the survey form versions you want to see. 
  4. To see the most current data, click Refresh . This view does not update automatically. 
  5. To save the view with your filter and column settings, click Save
  6. To export the data in the view, click Export .

Note: PureCloud displays survey data in the interval when it sent the survey, not in the interval that the customer answers the survey. For example, if PureCloud sends the survey on January 10, and the customer completes the survey on February 15, then the data for the survey appears on January 10. 

View questions in a question group

To see the form questions included in a question group and metrics related to them, click beside the question group’s row. The questions and their data display under the question group’s row. To see a question group or question’s full text, hover over it. 

For more information about question groups, see Add questions to a web survey form.

Customize the view

Customize the view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

To use date filters to customize analytics views:

  1. Click the icon for a date filter. Queues Performance date filter
  2. Click a view option for the chosen date filter.Queues Performance date filter options

The view displays data for the selected date filter.

If the view updates automatically and the selected date filter includes the current interval, then PureCloud continually updates the view to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.

Note: Some views do not include all date filter options.

Icon Time Period Options
Queues performance day icon Day

Day: Shows data for a single 24-hour day.

Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display. 

Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.

Queues performance week icon Week

Week: Shows data for a Sunday through Saturday time period.

Previous 7 days: Shows data for the previous seven days, with today being the seventh day.

Queues performance month icon Month

Day: Shows data for the exact month with no extra days.

Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.

Queues performance custom icon Custom date range Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click Date picker apply

To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.Queues performance date

To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time. Queues Performance view current day or interval


To filter by media type, click a media type.Media type filter


To show or hide columns, click in the table header and then select the columns you want to view. 

To rearrange columns, click a column header and drag it.

Drag header Survey views


Visual data for the selected time period appears above the table. Hover over the bars in the graph to see more information about that time interval. Survey Detail view graph

To switch metric the graph represents, click another metric title above the graph. 

Note: You cannot select the Survey NPS metric to view as a graph.


To filter by information about the interaction, click the Filter button. Filter button

Interaction filters

Filter Description
User

Displays interactions associated with the selected users.

Filter for multiple users at one time by entering other users and searching again.

To see and select inactive users in the User filter search, select Include inactive users.

Queue

Displays metrics for interactions associated with the selected queues.

Filter for multiple queues at one time by entering other queues and searching again.

Wrap-Up

Displays interactions that have the selected wrap-up codes.

Filter for multiple wrap-up codes at one time by entering other codes and searching again.

Skills

Displays metrics for interactions with agents who have the selected skills.

Filter for multiple skills at one time by entering other skills and searching again.

Languages

Displays metrics for interactions with agents who have the selected languages. 

Filter for multiple languages at one time by entering other languages and searching again.


  1. Click Filter 
  2. Click Surveys.
Filter Description
Question Group Score

Displays interactions with the selected range of question group survey scores. For more information about question groups, see Add questions to a web survey form.

  • Range: Displays interactions with survey scores within the selected range.
  • Above: Displays interactions with survey scores equal to or above the selected score.
  • Below: Displays interactions with survey scores equal to or below the selected score.


Available data

Your customizations determine which columns the view shows.

Column Column Description
Questions The name of the question group or, when expanded, the question text. Hover over the portion of a question to see the full question text.
Responses The number of responses for each question group or question.
Score

The average score for a question group or question based on the number of points the survey form creator assigned to it. The average for question groups does not include NPS question responses.

Calculated by (Sum of all responses for the question / Total number of responses to the question)

Beside the score average, this column also displays the lowest score  in red and the highest score  in green. 

Note: This column displays no score if the question has no responses or the question type is read only, free text, or NPS.

Conditional

Whether the survey form creator set the question group or question as conditional. Conditional question groups and questions appear to the customer based on their previous answer choice.