Survey Summary Extract
Updated
This documentation outlines the extract capturing survey invitation activity associated with digital case interactions. The Survey Summary Extract provides event-level records reflecting each instance where a survey is sent in relation to a case, enabling accurate measurement of survey reach, response rates, channel effectiveness, timing, and downstream CX outcomes (e.g., CSAT/NPS impact). It creates a clean bridge between operational events (case handling) and voice‑of‑customer feedback.
Each row represents a survey send event, capturing case details, associated agent information, survey metadata, delivery status, and response timestamps. This extract enables visibility into survey distribution and response behavior within the case lifecycle.
Purpose
Provide survey invitation-level data for digital case interactions.
Enable monitoring of survey reach and delivery status across cases and channels.
Support analysis of survey response behavior and timing.
Allow linkage between operational case activity and customer feedback events.
Extract Configuration and Availability
The extract configuration and availability details are listed below:
Extract Attribute | Details |
Channel Split | Based on Channel (Survey) which indicates the medium via which survey is sent on the case |
Agent Split | Agent-level (based on agent which usually indicates the agent who sent the survey on the case) |
Granularity | Survey send-level (one row per survey sent event) |
Date Filter | Extract depicts data based on "Survey Sent Time" |
Update Frequency | 1 mins after "Survey Sent Time" |
Custom Field Behavior | Custom Fields by default are not added in this extract but feasibility of custom field exists in the particular extract based on below:
Default Behavior: 1. Case Custom Field: Current Value 2. User Custom Field: Current Value 3. Survey Custom Field: Current Value |
Data Schema
The schema details are listed below:
Metrics | Definition | Unique Key | Data Type | Is Null |
Date | Date on which event occurred. | Timestamp | N | |
Case Number | The ID number associated to the Case Details. | Y | Number | N |
Case Details | Associated case to the event, which includes the Case subject, Case ID and the Description. | Varchar | N | |
Channel (Survey) | Provides the name of the channel based on which the survey is sent on the associated case i.e. it showcases the medium via which survey is sent on the case. If the survey is sent via multiple medium channels, it will capture all channels against the associated case. | Y | Varchar | N |
Agent | The sprinklr user for whom the report is being generated. This indicates details of the last engaged agent on the case. | Y | Varchar | N |
Survey | Indicates the name of the survey that is sent to the customer. | Y | Varchar | N |
Survey Status | Indicates the status of the survey if the survey is filled/opened/completed/sending failed. | Y | Varchar | N |
Survey Sent Time | Indicates the date timestamp when the survey was sent to the customer. | Y | Timestamp | N |
Survey Response Modified Time | Indicates the date timestamp at which the response made to the survey was modified. | Timestamp | N | |
Survey Sent Count | Number of Surveys sent to the customer. | Number | N | |
Customer Profile | Profile of Customer on which survey is sent. | Varchar | N | |
Is Public Survey? | A boolean field indicating if the survey was a public survey or not. This can be configured while creating the surveys. | Boolean | N |
Data Settings
Reporting Preferences allow users to customize the default formats for specific metric types. These preferences are applied at the user level. If no changes are made, the system will continue to honor the following defaults:
Default Data Format: Day, MM DD, YYYY - Eg: Tue, Jan 15, 2026
Default Timestamp Format: MM DD, YYYY, HH:MM AM/PM - Eg: Jan 15, 2026, 12:36 AM
Default Time Duration Format: HH (h) MM (min) SS (s) - Eg: 3h 02m 35s
For more details, refer to this article.
When Custom Fields are added in an Extract, they must be treated as Unique Key during calculations to ensure accuracy and consistency.
Note:
Each row represents a unique survey send event associated with a case.
A single case may generate multiple rows if:
Multiple surveys are sent.
The same survey is sent through different channels.
Reminder surveys are triggered.
Channel (Survey) represents the medium through which the survey was sent and may vary across survey events for the same case.
The extract captures survey distribution and response metadata only and does not include individual question-level responses.
Case Number and Case Details can be mapped with Case Summary or other digital extracts for enriched reporting.