Surveys Summary view


Prerequisites

The following permissions:

  • Analytics > Survey Aggregate > View
  • Quality > Survey Form > View
  • PureCloud 3 license

The Survey Summary view displays statistics for survey forms sent to customers after an interaction. Use it to find out how many surveys PureCloud sent, the status of those surveys, and the results of the surveys. Each row in the view displays a survey form and its related metrics.

To see the Survey Summary view, go to PerformanceSurveys.

This view does not update automatically. To see the most current data, click Refresh .

To save the view with your filter and column settings, click Save .

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 more details about a survey form

To see the form versions and related metrics for a survey form, click beside the survey form’s row. The form versions and their data display under the survey form’s row. 

To see the survey questions and responses for that form version, click the date of the version. The Survey Detail view for that version opens.

Note: You cannot view more details about surveys without responses. The  in those survey’s rows is unavailable.

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. 

Use the date filter to customize analytics views.

Use Presets to filter metrics by date, or configure a custom date range.

To use a Preset to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
Current interval

Shows data for the current 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

Today Shows data for the time period that includes the current interval.
Yesterday Shows data for the previous day.
This week Shows data for a Sunday through Saturday time period.
Last week Shows data for the previous week, Sunday through Saturday.
Previous 7 days Shows data for the previous seven days.
This month Shows data for the current month, with no extra days.
This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months.
Interval

Shows data for a 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

Day Shows data for a single 24-hour day.
Week Shows data for a Sunday through Saturday time period.
Month Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

 

To use a custom date range to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow.
    Date picker apply

 

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.


  1. To filter by media type, click the Filter icon. Filter button
  2. Select the media type. 

The selected media type icon is displayed above the column headers. 


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.


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
Survey Score

Displays interactions with the selected range of survey scores:

  • 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.
Survey NPS

Displays interactions with the selected range of NPS. For more information about NPS, see Net Promotor Score web survey question overview

  • Range: Displays interactions with NPS 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
Name The name of the survey form. 
Response Rate

The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that PureCloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Sent / Surveys Completed) * 100

Sent

The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that PureCloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.

In Progress

The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.

Complete

The number of surveys customers have opened and submitted.

Abandon

The number of surveys that customers opened but did not submit before the survey expired.

Expire

The number of surveys that expired before the customer opened it. 

Errors

The number of surveys that PureCloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.

Bounce

The number of times a survey was sent out and returned by the recipient's email server, usually caused by an invalid email address. 

Score

The average of completed surveys' percentage scores. The average score does not include NPS.

Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100

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

NPS

The Net Promoter ScoreSM (NPS) of completed surveys. The score can range from -100 to 100. 

Calculated by (Promoters - Detractors) / number of responses) * 100

For more information about Promoters, Detractors, and NPS, see Net Promotor Score web survey question overview

Beside the NPS, this column also displays the number responses for each group of customer ratings:

Detractors (red): customer rating of 0-6

Passives (yellow): customer rating of 7-8

Promoters (green): customer rating of 9-10

NPS breakdown