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