Feedback Flow

Dimensions

Field Name	Description	Metric
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

Measures

Field Name	Description	Metric
sent_surveys	Number of surveys sent.	Integer
average_csat_score	Average score of CSAT questions marked as KPI.	Percentage
nps_nine_ten_ratio	Proportion of NPS responses scored 9 or 10 for KPI questions.	Percentage
responses	Number of valid responses	Integer
responses_rate	Valid response rate of surveys.	Percentage
csat_1_count	Number of CSAT responses with a score of 1.	Integer
csat_2_count	Number of CSAT responses with a score of 2.	Integer
csat_3_count	Number of CSAT responses with a score of 3.	Integer
csat_4_count	Number of CSAT responses with a score of 4.	Integer
csat_5_count	Number of CSAT responses with a score of 5.	Integer