‎Survey Summary Report | Sprinklr Help Center

Survey Summary Report

Updated

5 days ago

The Survey Summary Report shows the summary and status of the Survey sent to the customer associated with the Case, including whether the survey is filled out, in progress, or just opened. It belongs to the Survey Reports Report Group.

The Survey Summary Report provides the total count of Surveys sent to customers, categorized by each Case and Survey level. It details the status of each Survey, indicating whether the customer received, opened, completed, or abandoned it, both overall and at the Case level. Additionally, it includes information on the device used by the customer to access the survey, details of all agents involved with the case associated with the survey, and insights into the initial and final customer sentiment.

Attribute	Status
Behavior of User Custom Fields	User Custom fields are supported in this report. The field will show the value attribute for that field mapped against the "Agent" dimension The User can use the Dimension Configurator to select whether to show the snapshot value or the current value of the field.
Behavior of Case Custom Fields	Case-level Custom Fields (CF) are supported in this Report. Plotting any Case-level CF will display the value attribute for that field on the Case. Users can plot the Snapshot value/Current Value of the Custom Field by selecting "Current"/"Snapshot" in the Dimension Configurator.
Date Filter	Survey Sent Date
Record Creation Time	Records for this Report are created whenever Survey is sent. Records gets updated if the Survey status changes, such as "In Progress" and "Completed".
Refresh Frequency	Ranges between 5 to 10 minutes.
Aggregation Supported	Supported at 15-minute intervals.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Survey Summary Report:

Metrics

Dimensions

Name	Descriptions
Public Survey Filled by Customer ID	Indicates the unique ID of the customer who filled the surveys for public surveys authentication or self-serve partners. In all other scenarios, it will show a blank.
All Engaged Agents (Comma Separated)	Indicates the list of all the users based on either agent assignment, agent response or macro application depending on the values selected in "Service Settings” screen. If there are more than 1 user assigned to the Case, it will show in a comma separated format.
Survey	Indicates the name of the survey that is sent to the customer.
First Associated Customer Message Created Time	Indicates the date timestamp of when the first customer message was created on the Case where the survey was sent, or response was received.
Agent Current Working Queue	Indicates the name of the Queue that the current assigned agent is a part of. If agent is part of multiple Queues, it will come in separate rows. This can change with time and always show the current Work Queue.
Agent Current Status	Indicates the current status of the agent to whom the Case is assigned currently. This can change with time and always show the current status of the current assigned agent.
Public Survey Filled by Customer Name	Indicates the name of the customer who filled the surveys for public surveys authentication or self-serve partners. In all other scenarios, it will show a blank.
Agent Skills	Agent Skills assigned to the agent (last engaged agent only), if multiple skills are assigned, it will come comma separated.
Agent Email Id	Email ID of the user. This indicates details of the last engaged agent on the case.
Survey Sent Time	Indicates the date timestamp when the survey was sent to the customer.
Survey Sent Time Interval	Indicates the time interval for when the survey was sent to the customer. This is a histogram dimension and can be used when we want to see survey responses at daily/weekly levels, and so on.
Agent Device Details	Provides detailed information about the last engaged agent's device, browser, and operating system. Only used for livechat cases.
First Associated Customer Message Created Date	Indicates the date of when the first customer message was created on the Case where the survey was sent, or response was received.
Latest Associated Customer Message Created Time	Indicates the date timestamp of when the last/ latest customer message was created on the Case where the survey was sent, or response was received.
Agent Manager	Agent Manager Assigned to the user (last engaged agent only).
Country	Indicates the name of the country based on the social channel that the Case is associated with. Only used for live chat Cases
Agent Group	Agent Groups for which the User (last engaged agent only) is part of, if they are part of multiple groups it will create multiple rows.
Browser	Indicates the name of the browser based on the social channel that the Case is associated with. Only used for live chat Cases
First Associated Brand Message Created Time	Indicates the date timestamp of when the first brand (inclusive of both bot and agent) message was created on the Case where the survey was sent, or response was received
Survey Response Time	Indicates the date timestamp when the survey sent on the Case was responded by the customer.
Is Case Deleted?	It is a Boolean field indicating True if the particular Case has been deleted or else will return as False.
Operating System	Indicates the operating system that is detected based on the social channel that the Case is associated with. Only used for live chat Cases
Agent	The sprinklr user for whom the report is being generated. This indicates details of the last engaged agent on the case.
Latest Associated Customer Message	Provides the latest message from customer that was associated to a particular Case. This will be inclusive of both agent and bot messages.
Agent Skills (Comma Separated)	Agent Skills assigned to the agent (last engaged agent only), if multiple skills are assigned, it will come comma separated.
Is Public Survey?	A Boolean field indicating if the survey was a public survey or not. This can be configured while creating the surveys.
Agent ID	The sprinklr user ID for whom the report is being generated. This indicates details of the last engaged agent on the case.
Channel	Provides the name of the channel associated on the Case. This dimension can be used to segment a common metric across multiple channels and will show the list of all channels associated to the first message of the Case.
Case Details	Associated Case to the event, which includes the Case subject, Case ID and the Description.
Region	Indicates the name of the region based on the social channel that the Case is associated with. Only used for live chat Cases.
Associated Case End Sentiment	Final sentiment of Case associated to the Survey.
Agent Login Current Status	Indicates the current login status of the agent whether the agent is logged in or not based on to whom the Case is assigned.
Case Number	The ID number associated to the Case.
Latest Associated Brand Message	Provides the latest message from brand (inclusive of both bot and agent) that was associated to a particular Case. This will be inclusive of both agent and bot messages.
Agent Current State	Indicates the current status of the agent to whom the Case is assigned currently. This can change with time and always show the current status of the current assigned agent.
City Name	Indicates the name of the city based on the social channel that the Case is associated with. Only used for live chat Cases.
Survey Response Time Interval	Indicates the time interval for when the survey was responded by the customer. This is a histogram dimension and can be used when we want to see survey responses at daily/weekly level, and so on.
Agent Federation ID	Federation ID of the user for whom report is been generated. This indicates details of the last engaged agent on the case.
Associated Case Initial Sentiment	Initial sentiment of Case associated to the Survey.
Latest Associated Brand Message Created Date	Indicates the date of when the last/ latest brand (inclusive of both bot and agent) message was created on the Case where the survey was sent, or response was received.
Latest Associated Brand Message Created Time	Indicates the date timestamp of when the last/ latest brand (inclusive of both bot and agent) message was created on the Case where the survey was sent, or response was received.
Case Details	Associated case to the event, which includes the Case subject, Case ID and the Description.
Account	The name of the social network account. When used with Case details, this will display the name of the "Brand Account" through which the first message associated to the Case is grabbed. Messages are ordered in a Case based on the time they were associated to the Case, not necessarily the date and time the messages were created.
Survey Response Modified Time	Indicates the date timestamp at which the response made to the survey was modified.
First Associated Brand Message Created Date	Indicates the date of when the first brand (inclusive of both bot and agent) message was created on the Case where the survey was sent, or response was received.
All Engaged Agents	Indicates the names of all the users based on either agent assignment, agent response or macro application depending on the values selected in "Service Settings” screen. If there are multiple agents associated, this will show each name in a separate row
Latest Associated Customer Message Created Date	Indicates the date of when the last/ latest customer message was created on the Case where the survey was sent, or response was received.
Customer Profile	Profile of Customer on which survey is sent.
Survey Status	Indicates the status of the survey if the survey is filled, opened, completed, or sending failed.
Sender's IP Address	Indicates the IP Address from which survey was sent.
Month Of Year	The name of the Calendar Month on which the activity occurred.
Day of the Week	The name of the day of the week on which the activity occurred.
Agent Hierarchy Level 0	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 1	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 2	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 3	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 4	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 5	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 6	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 7	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 8	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 9	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.

This concludes our comprehensive coverage of the Survey Summary Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

Name	Descriptions
Survey Sent Count	Number of Surveys sent to the customer.
Survey Completed Count	Number of surveys filled by the customer.
Associated Customer Message Count (Including Transcripts)	Measures the count of customer messages including the call transcripts (if any).
Survey Bounce Rate	Percentage of surveys which are not completed over total number of surveys clicked by the customer.
Associated Message Count	Measures the overall message count associated on the Case. This is a sum of both customer and brand messages including bot responses, auto responses, auto imports and call transcripts (if any).
Survey Failed to Send Count	Number of Surveys failed to send to the customer.
All Engaged Agents Count	Measures the count of all the users based on either agent assignment, agent response or macro application depending on the values selected in "Service settings” screen.
Survey Opt Out Count	Total number of surveys in which customer opted out of the survey.
Survey Response Rate	Percentage of surveys responded/ completed over total number of surveys sent.
Survey Clicked Count	Total number of surveys opened by the customer. This will include both in progress and filled surveys.
Survey Not Clicked Count	Total number of surveys which are not opened yet by the customer.
Survey Opened Count	Total number of surveys which are opened but not yet completed by the customer, that is, in progress surveys.
Associated Brand Message Count (Including Transcripts)	Measures the count of brand messages including the call transcripts (if any). This will also include the bot messages as well.
Survey Click Rate	Percentage of surveys which were opened out of total number of surveys sent.

Survey Summary Report

Metrics and Dimensions

Was this article helpful?

Related Articles