Prerequisites

The following permissions:

  • Analytics > Survey Aggregate > View
  • Quality > Survey Form > View
  • Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX license

    The Survey Summary view displays statistics for survey forms sent to customers after an interaction. Use it to find out how many surveys Genesys Cloud 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.

    Set a default time zone in the workspace

    You can set the default time zone in the analytics workspace before viewing any analytics view.

    To set the default time zone in the workspace, follow these steps:

    1. Click Performance > Workspace.
    2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

    To see the Survey Summary view, go to Performance > Workspace > Employee Engagement > Survey Performance.

    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: Genesys Cloud displays survey data in the interval when it sent the survey, not in the interval that the customer answers the survey. For example, if Genesys Cloud 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 customize analytics views, use the date filter.

    To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks

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

    1. To display the date filter, click the date.
    2. In the Presets list, select a preset date option.

    Date presets

    Presets Description
    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. For example, Nov 1, 2022 – Jan 31, 2023.
    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 can 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 .

    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.

    To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

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

    Notes:
    • When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.
    • You cannot select the voice and callback types at the same time.
    • If you select voice, the callback option will be deselected, and if you select callback, the voice interaction will be deselected.

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

    Note: The available media types may vary from those shown above.

    To show or hide topic columns, click the Pick columns icon on the right side and then search or scroll to select the columns you want to view. 

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

    To reset a view to default column settings, click Reset view to defaults .

    You can select up to 20 topic columns.

    For more information about the metrics shown in the columns, see the Available Columns section in this article.

    To enter the survey you want to view, click the Filter by survey form(s) search icon . Enter the survey name and select the survey from the search results. You can continue to enter and select additional surveys to add to the view.

    Filter by selecting multiple surveys

    You can select multiple surveys to filter by. 

    1. In the survey’s row, select the check box.
    2. Continue selecting survey check boxes to add to filters. 
    3. Click Add to filters.

    To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

    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 Filters 
    2. Click the Surveys tab.
    3. Search or scroll to select the filter you want to use.
    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 Promoter 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
    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 Genesys Cloud 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 Genesys Cloud 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 Genesys Cloud attempted but failed due to an error. The error includes errors in delivery such as an invalid email address, errors that occurred during the Survey Invite Flow, or other errors in the survey creation.

    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 Promoter 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

    Complaint

    The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.

    Outstanding

    The number of outstanding surveys.

    Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints