Feedback Report

Includes all the survey data that has been collected during a period of time with the detailed information about the interaction and survey such as the Channel, CSAT Question, CSAT, CSAT Score, Open Text Question, Open Text Response, the respondent Phone Number, the Interaction ID and Agent Name associated with the interaction that triggered a post-call survey, among other data.

These are the available filters in the Feedback Report:

Agent Ring Group
Call Ring Group
Date
Timezone
Agent Name
Channel
CSAT Question
CSAT Score
Interaction ID
Open Text Response
Respondent Phone Number
Talkdesk Phone Number

Metric Name	Description	Calculation	Metric Type
Date	The Date and time record of when the survey question was sent or the survey question was responded by the contact.	no calculation	Date Time
CSAT Question	The CSAT Question that was sent to a contact.	no calculation	String
CSAT Score	The CSAT Score response by a contact.	no calculation	Number
Open Text Question	The Open Text Question that was sent to a contact.	no calculation	String
Open Text Response	The Open Text Response by a contact that was collected after the Open Text Question.	no calculation	String
Respondent Phone Number	This is the number the caller called from an agent and responded to a survey.	no calculation	Number
Interaction ID	The interaction’s unique identification number that triggered a post-call survey.	no calculation	Number
Agent Name	The name of the agent who is associated with the call that triggered the survey. The name of the last agent who answered the call is displayed.	no calculation	String
Talkdesk Phone Number	The Phone Number to which the inbound call was initiated that triggered a post-interaction survey.	no calculation	Number
Channel	The Channel from where the feedback was collected.	no calculation	String