Surveys Summary view


Prerequisites

The following permissions:

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

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. 

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


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.

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