Feedback Flow

Date & Time

The Date and time record of when the survey question was sent or the survey question was responded to by the contact.

String

Interaction ID

The interaction’s unique identification number that triggered a survey.

String

Flow Name

The title given to the survey flow that was triggered after the interaction.

String

Component ID

The unique identification number given to each question, or component, in the Flow Builder.

String

Component Name

The name added to the description of the question, or component, in the Flow Builder.

String

Component Type

The type of component that was added to the flow. For example: Ask CSAT, Conditional logic, End flow, etc.

String

Component Text

The question text added to the component, which will appear to the respondent when answering the survey

String

Response

Respondent’s answer when submitting the question

String

Is KPI

Contains “yes” or “no” value, depending on what is designated in the Flow Builder component.

Bool

Pertains to Agent

Contains “yes” or “no” value, depending on what is designated in the Flow Builder component.

Bool

Recording URL

Path to listen to the call recording

String

Agent Name

Agent name associated with the interaction that triggered the survey. If transfers occurred, the name of the last agent associated with the interaction is displayed.

String

Respondent Phone Number

The number of the contact person who answered the survey.

String

Talkdesk Phone Number

The phone number that was called, which triggered the post-interaction survey.

String

Ring Group

The ring group associated with the agent who was assigned to the interaction.

String

Team Name

The team name associated with the agent who was assigned to the interaction.

String

Interaction Direction

Populated depending on inbound or outbound interactions.

String

Survey Channel

The type of channel the survey was sent from. Can be different from the interaction channel. E.g., SMS surveys are contained with the SMS channel, but triggered after a call (voice channel).

String

SMS Error or Suppression Code

System or consumer responses to SMS Surveys under a certain set of conditions, such as:

• OPT_OUT: Respondent opting out of future SMS.
• capping_period: Blocked by frequency cap (Account or number defined frequency cap reached).
• sms_send_suppressed: Customer phone number not mobile (number used is a landline or country not supported).
• num_retries_exceeded: Response limit to invalid score exceeded (number of retries exceeded).
• csat_phone_unavailable: Message suppressed due to unavailable number pools for this contact.

String

TouchPointId

The touchpoint unique identification number.

String

TouchPointName

Touchpoint friendly name. The friendly name that is recorded in Channels App - available for all channels.

String

TouchPointValue

The value of the Touchpoint. E.g. The value of voice touchpoint is the service number that will trigger the post-call survey.

String

Response State

Contact's answer is invalid or valid, such as:

• CSAT response 1 to 5 is valid, 6 is invalid.
• NPS response 1 to 10 is valid, 11 is invalid.
  If the voice cannot be recognized, the Response is set as Null, and the Response State is set as invalid.

String