‎Understanding CFM (Survey) Metrics and Dimensions

Understanding CFM (Survey) Metrics and Dimensions

Updated

3 days ago

This article explains the placement and purpose of each CFM analytics dimension and metric used for data visualization and filtering. It also offers guidance on two key features: the Standard Analytics Feed, an automatically generated report that streamlines survey analysis with AI-driven insights like hypothesis testing and text analysis; and Custom Reporting, a flexible module that enables you to build custom dashboards for targeted analysis and comparative insights across various dimensions.

Business Use Cases

Strategic Feedback Monitoring Across Hierarchies: You frequently require a unified perspective on feedback from various locations to monitor trends and evaluate the effects of significant initiatives. Hierarchical Reporting organizes feedback by categories such as organization, region, and location, offering both broad insights and the capacity to pinpoint recurring problems. This organized method facilitates better decision-making, aiding in the prioritization of enhancements and the improvement of overall customer satisfaction.
Custom Insights for Segment Analysis: Standard survey results are often too broad to effectively prioritize feature development. With Custom Reporting, you can build tailored dashboards that break down feedback by factors like industry, product usage, and NPS. These targeted insights enable better alignment of product features with user needs, leading to higher customer satisfaction and increased adoption.
Quick Campaign Feedback for Marketing: The Standard Analytics Feed provides access to AI-driven insights, including recurring feedback themes and text analysis, allowing for quick retrieval of feedback to boost campaign effectiveness. This facilitates quicker decision-making and aids in fine-tuning upcoming campaigns to enhance engagement and optimize ROI.

Standard Analytics Feed offers effortless insights through automatically generated reports, significantly reducing manual effort. Its AI-powered features, such as text analytics and hypothesis validation, further enhance data-driven decision-making. With Custom Reporting, you gain flexibility to build tailored dashboards that meet your specific analysis needs, enabling actionable data exploration and trend comparison across different segments. Hierarchical Reporting provides structured analysis by aligning survey data with organizational hierarchies, delivering relevant insights at each level. It also supports dynamic updates, allowing easy maintenance of organizational structures through Excel/CSV uploads. This powerful combination ensures your survey data is accessible, actionable, and aligned with business objectives, making it a vital element of any effective customer feedback strategy.

Prerequisites

You would need access to View and Edit permissions for Response and Analytics of the survey.

Metrics and Dimensions

Survey-related measurements and dimensions are available out of the box for you, provided you have access to survey analytics.
Let's drill down into the metrics and dimensions.

Metrics and Dimensions

Here is a table representing the buckets available to the user across CFM for analysis.

L1	L2	Comments
Recents
Favourites
Surveys Questions
	All	All the dimensions and measurements created for the survey questions added in each survey.
	All question types

Survey Response Metadata		Standard fields automatically saved along with responses.
	Response Standard Fields
	Text Analytics Fields
	Response Quality
	Browser Metadata

Response Fields	Response Fields	Response Custom fields

Profile Fields	Standard Fields
	Custom Fields

Transaction Fields
	Standard Fields
	Custom Fields
	Transaction Group Metadata	Only compatible with Transaction custom fields.

Hierarchy	Hierarchy Fields

Case
	Case Fields
	Case Rule Fields
	Case Custom Fields

Dataset
	Dataset

User Defined Metrics
	Custom Metrics
	Response Metrics

Distribution Fields
	Distribution Metadata	Only compatible with fields in this bucket.
	Invite Performance Metrics	Only compatible with Transaction, Response and Profile fields

Others
	Others

Here is the table representing all the different fields that are generated for the analysts to be used in widget builder, filter and drill down.

L1	L2	L3	Nature of fields	Description/Compatibility information
Favourites				Fields marked as Favourite
Recent				Recently used fields
Survey Questions				All the dimensions and measurements created for the survey questions added in each survey.
	All			Shows all types of survey questions.
		Q_Name is being used in place of “Question Name”
	MCQ	Q_Name	Dimensions	Dimension for other (Text type)
				Dimensions for Column, Pie type charts

	Text Single, Multi Line	Q_Name	Dimension	Dimension
	Text Multi Line	Q_Name - Level 1 Category	Dimension	Dimension for Level 1 text analytics based Attribute
	Text Multi Line	Q_Name - Level 2 Category	Dimension	Dimension for Level 2 text analytics based Attribute
	Text Multi Line	Q_Name - Sentiment	Dimension	Dimensions for Sentiment associated with the response phrases.
	Text Multi Line	Q_Name - Phrase Word Cloud	Dimension	Dimensions for each of the phrases identified for the text response via text analytics. This can be used for tables as well as word cloud
	Text Multi Line	Q_Name - Experience Score	Measurement	Experience Score is a numerical value that represents the sentiment attached to open-text responses.
	Text Multi Line	Q_Name - Insights Count	Measurement	Number of phrases created for that text dimension.

	NPS	Q_Name	Measurement	Exact value of NPS response is considered, For Counter Average
		Q_Name	Dimension	Values are stored as strings and are treated as options of an MCQ, For Column Chart
		Q_Name - NPS Score	Measurement	This is a value ranging from -100 to 100, calculated as ((Number of promoters - Number of detractors)/Survey response count)
		Q_Name - Groups	Dimension	Dimension for NPS groups (Promoter, Detractor, Passive)

	CSAT	Q_Name - Rank	Measurement	Exact numeric value of CSAT response is considered. In case of multi statement CSAT this measurement would give the overall average of all statements. For widgets like Counter Average
		Q_Name - Statement_Name	Dimension	Values are stored as strings and are treated as options of an MCQ, For Column Chart
		Q_Name - Statement_Name - CSAT Score	Measurement	This is a value ranging from -100 to 100, calculated as ((Number of 4,5)/Survey response count). This is calculated for all statements.
		Q_Name - Statement_Name - Rank	Measurement	Exact value of each statement added for Multi line CSAT question response is considered, For Counter Average

	Slider	Q_Name - Rank	Measurement	Exact numeric value of Slider response is considered. In case of multi statement Slider this measurement would give the overall average of all statements. For widgets like Counter Average
		Q_Name - Statement_Name	Dimension	Values are stored as strings and are treated as options of an MCQ, For Column Chart
		Q_Name - Statement_Name - Rank	Measurements	Exact value of each statement added for Multi line Slider question response is considered, For Counter Average

	Rating Scale	Q_Name - Rank	Measurement	Exact numeric value of rating response is considered. In case of multi statement rating this measurement would give the overall average of all statements. For widgets like Counter Average
		Q_Name - Statement_Name	Dimension	Values are stored as strings and are treated as options of an MCQ, For Column Chart
		Q_Name - Statement_Name - Rank	Measurements	Exact value of each statement added for Multi line Slider question response is considered, For Counter Average

	Rank Order	Rank	Measurement	This measurement stores the ranks assigned to each option added in the Rank order question for each response. For plotting in counter type widgets.
		Option	Dimension	This dimensions stores the values of all unique options of the rank order question.
		Rank	Dimension	This dimensions stores the ranks assigned to each option added in the Rank order question for each response. Allowing user to plot in pie, column and table type widget.
				Note: Always use Rank and Option together for rank order result analysis.

	Matrix	Q_Name - Rank	Measurement	Exact numeric value of matrix response is considered. In case of multi statement matrix this measurement would give the overall average of all statements. For widgets like Counter Average
		Q_Name - Statement_Name	Dimension	Values are stored as strings and are treated as options of an MCQ, For Column Chart
		Q_Name - Statement_Name - Rank	Measurements	Exact value of each statement added for Multi line Slider question response is considered, For Counter Average
		Q_Name - Statement_Name	Dimension	Values are stored as strings and are treated as options of an MCQ for each Slider statement, For Column Chart

	Heatmap	Dimensions
		Region
		Coordinates

Survey Response Metadata				Standard fields survey metadata saved automatically with each response.

	Response standard fields
		Survey Response Count	Measurement	Total count of responses.
		Distribution Channel	Dimension	Distribution channel used for sending out invites.
		Distribution Name	Dimension	Name or title given to the specific distribution.
		Survey Type	Dimension	The survey type used for filling the survey.
		Response Status	Dimension	Status of Response with possible values as Completed, Partially Completed.
		Response Accessible to	Dimension	Sprinklr users who have access to the response.
		Ingestion Connector Name	Dimension	Name of connector used for ingesting the response.
		Response Time	Dimension	Indicates the date timestamp when the survey was responded by the customer
		Response Date	Dimension	Indicates the date timestamp when the survey was responded by the customer with aggregation support.
		Response ID	Dimension	Unique identifier of the response saved within Sprinklr.
		Survey Language	Dimension	The language in which the survey was filled by the respondent.

	Text Analytics fields			Survey Agnostice Text Analytics fields only compatible with standard survey fields
		Word cloud - Phrase	Dimension
		Question Answer	Dimension
		L1	Dimension
		L2	Dimension
		Sentiment	Dimension
		Survey Response Insights Count	Measurement
		Text Response Count	Measurement

	Response quality	Quality	Dimension	Overall response quality assigned to the response.
		Response quality score	Measurement	Overall response quality score assigned to the response.
		Bot response count	Measurement	Total count of Bot responses.
		High quality response count	Measurement	Total count of High responses.
		Medium quality response count	Measurement	Total count of Medium responses.
		Low quality response count	Measurement	Total count of Low responses.
		Survey taking time	Dimension	Time taken by the respondent for filling the survey. With possible values as Very Fast, Very Slow.
		Open text quality	Dimension	Overall response quality score assigned to the open text response.
		Logical correctness	Dimension	Overall response quality score assigned for logicall correctness of the response.

	Browser metadata	All fields Fetched via IP	Dimension	Saved while receiving response.

Response fields	Custom Fields	List of Response Custom Fields	Custom Dimension

Profile fields	Standard Fields	Profile Name	Dimension	Full name of the respondent.
		Profile First Name	Dimension	First name of the respondent.
		Profile Last Name	Dimension	Last name of the respondent.
		Profile Email	Dimension	Email Id of the respondent.
		Profile Phone Number	Dimension	Phone Number of the respondent.
		Profile ID	Dimension	Primary contact information of the respondent.

	Custom Fields	List of Profile Custom Fields	Custom Dimension

Transaction Fields	Standard Fields
		Transaction ID	Dimension	Unique identifier of the transaction created within a transaction group.
		User ID	Dimension	User ID associated to a transaction created within a transaction group.
		Transaction Group Name	Dimension	Name of the transaction group.
		Transaction Group Type	Dimension	Type of Transaction group, with possible values as Workflows, Manual.

	Custom Fields	List of Transaction Custom Fields	Custom Dimension

	Transaction Metadata			Only Compatible with the fields present in sub bucket.
		Transaction ID	Dimension	Unique identifier of the transaction created within a transaction group.
		User ID	Dimension	User ID associated to a transaction created within a transaction group.
		Transaction Group Name	Dimension	Name of the transaction group.
		Transaction Group Type	Dimension	Type of Transaction group, with possible values as Workflows, Manual.
		Transaction Count	Measurement	Total count of transaction created.

Hierarchy fields	Hierarchy Fields	list of hierarchy fields	Dimension	Hierarchy fields linked to different hierarchies.
		{Level name} User	Dimension	User fields linked to different hierarchies at different levels.

Case				Case rule automation-based cases data can be accessed through this bucket.
	Case fields
		Case	Dimension	Case generated within Surveys. It will include the subject, ID and description.
		Case Assignee	Dimension	Platform user to whom the case is assigned.
		Case Close Time	Dimension	Time stamp when the case was closed.
		Case Closed Count	Measurement	Number of cases closed.
		Case Creation Time	Dimension	Time stamp when the case was created.
		Case Due Time	Dimension	Due time for the case, calculated as: Created Time + Rule Escalation Time.
		Case Escalated Count	Measurement	Number of cases escalated.
		Case Escalated Time	Measurement	The duration for which the case remained escalated before closure.
		Case Number	Dimension	Unique identifier of the case within Sprinklr.
		Case Status	Dimension	Current status of the case.
		Case Triggered Count	Measurement	Number of cases created via case rule.
		Case closed within SLA count	Measurement	Number of cases closed before escalation.
		Escalation Assignee	Dimension	Platform user to which the case would be re-assigned when escalated.
		First Response Time	Measurement	Time taken to send the first message to the respondent after case creation.
		Number of Interaction	Measurement	Number of engagements between case assignee and respondent.
		Resolution Time	Measurement	Time taken to resolve the case, calculated from creation to closure.

	Case Rule Fields	Assignment Method	Dimension	Assignment method associated to the case rule.
		Case Rule	Dimension	Name of case rule associated to the case.
		Escalation Criteria	Dimension	Escalation criteria associated to the case rule.
		Escalation Method	Dimension	Escalation method associated to the case rule.
		Rule Escalation Time	Dimension	Time (in minutes) after which the case is supposed to be escalated, as defined in the escalation policy.

	Case Custom Fields
		Custom Fields	Custom Dimension

Dataset	Datasets	List of fields originated from datasets	Dimension	List of fields originated from datasets

User defined Metrics
	Custom Metrics	Custom Metrics created in CFM analytics	Custom Measurement	Custom Metrics created in CFM analytics
	Response Metrics	Custom Metrics created in CFM surveys.	Custom Measurement	Custom Metrics created in CFM surveys.

Distribution Fields
	Distribution Metadata			Only compatible with the fields in this sub-bucket.
		Distribution Name	Dimension	Name or title given to the specific distribution.
		Distribution Created By	Dimension	Sprinklr user who created the distribution.
		Distribution Created On	Dimension	Date time stamp of when the distribution was created.
		Distribution Status	Dimension	Number of distributions grouped by their current status (e.g., Active, Scheduled, Expired).
		Distribution Schedule Type	Dimension	Distribution Schedule type with possible values as Scheduled, Trigger Based, Instantly Sent
		Distribution Channel	Dimension	Distribution channel used for sending out invites.
		Distribution Expires On	Dimension	Data time stamp of when the distribution link would expire.
		Distribution Expiry Type	Dimension	Type of expiry configured for the distribution with possible values as Static, Dynamic.
		Potential Recipient Count	Measurement	Total recipients available for the survey, including unsubscribed/quarantined contacts. (Excludes duplicates)
		Eligible Recipient Count	Measurement	Number of valid recipients after removing unsubscribed, quarantined, or invalid entries.
		Creatives Triggered Count	Measurement	Number of times the survey creative (popup/button) was triggered.
		Invite Sent Count	Measurement	Total number of invites successfully sent to recipients.
		Invite Failed Count	Measurement	Number of invites that failed due to invalid addresses, blocked domains, or technical errors.
		Link Generated Count	Measurement	Total number of invites links generated for the distribution.
		Invite Generated Count	Measurement	Total number of invites links generated for distribution.
		Invite Opened Count	Measurement	Total number of invites opened by respondents.
		Invite Open Rate	Measurement	% of recipients who opened the invite. Formula: (Invites Opened Count / Invite Sent Count)
		Unsubscribed Count	Measurement	Recipients who opted out from receiving future surveys.
		Reach Count	Measurement	Number of recipients who received the survey (mainly in social distributions).
		Survey Opened Count	Measurement	Recipients who clicked and opened the survey page.
		Survey Open Rate	Measurement	% of recipients who opened the survey after receiving the invite. Formula: (Survey Opened Count / Invites Generated Count)
		Survey Started Count	Measurement	Number of users who began answering the survey after opening it.
		Survey Engagement Rate	Measurement	% of users who started the survey after opening it. Formula: (Survey Started Count / Survey Opened Count)
		Survey Completion Rate	Measurement	% of users who completed the survey after starting it. Formula: (Response Count / Survey Started Count)
		Survey Abandonment Rate	Measurement	% of users who started but didn’t complete the survey. Formula: (1 – Survey Completion Rate)
		Survey Response Rate	Measurement	% of recipients who responded out of those who received an invite. Formula: (Response Count / Invite Sent Count OR Invites Generated Count OR Reach Count)
		Distribution Count	Measurement	Count of distributions that are currently set up.
		Survey Response Count	Measurement	Count of responses received for the survey
		Survey Sent Date	Dimension	Date time stamp of when the invite was sent.
		Sent Survey Response Date	Dimension	Timestamp of when a response was received for the sent invite.
		Month of the Year	Dimension
		Day of the Week	Dimension
		Time of the Day	Dimension

	Invite Performance Metrics			Only compatible with Transaction, Response and Profile fields
		Invite Sent Count	Measurement	Total number of invites successfully sent to recipients.
		Invite Failed Count	Measurement	Number of invites that failed due to invalid addresses, blocked domains, or technical errors.
		Invite Generated Count	Measurement	Total number of invites links generated for distribution.
		Invite Opened Count	Measurement	Total number of invites opened by respondents.
		Invite Open Rate	Measurement	% of recipients who opened the invite. Formula: (Invites Opened Count / Invite Sent Count)
		Unsubscribed Count	Measurement	Recipients who opted out from receiving future surveys.
		Survey Opened Count	Measurement	Recipients who clicked and opened the survey page.
		Survey Open Rate	Measurement	% of recipients who opened the survey after receiving the invite. Formula: (Survey Opened Count / Invites Generated Count)
		Survey Started Count	Measurement	Number of users who began answering the survey after opening it.
		Survey Engagement Rate	Measurement	% of users who started the survey after opening it. Formula: (Survey Started Count / Survey Opened Count)
		Survey Completion Rate	Measurement	% of users who completed the survey after starting it. Formula: (Response Count / Survey Started Count)
		Survey Abandonment Rate	Measurement	% of users who started but didn’t complete the survey. Formula: (1 – Survey Completion Rate)
		Survey Response Rate	Measurement	% of recipients who responded out of those who received an invite. Formula: (Response Count / Invite Sent Count OR Invites Generated Count OR Reach Count)
		Survey Response Count	Measurement	Count of responses received for the survey

Others	All unbucketed fields.

How to use it?

Building Widget: For plotting visualisations users can use these dimensions and measurements from the CFM analytics widget builder.

Filtering Data: To filter data using these dimensions and measures, you can use bucketed filters to quickly find and apply the relevant fields.

Filters in CFM Analytics are available in the following locations:
- Custom Dashboards: At the dashboard level, section level, and widget level.
- Response Tab
- Analytics Feed: At the feed level and widget level

The Filter operations available are:

Containing/ Not Containing
For text-based answers, you have access to a keyword-based search to help quickly locate relevant responses.
For numeric type measurements you have the option to use operators like:
- Greater than
- Less than
- Equals
- Not Equals
- Between
For date-type fields, you have the option to use operators along with a date value selector to filter data based on specific date ranges or conditions.
- Greater than
- Less than
- Equals
- Not Equals
- Between

These filters are also available at the widget and section levels, with a slightly different user interface, but the filtering options remain the same.

Section Level
- Same options are available at section level.

Widget Level

The structure of the filters would be consistent with the buckets added above:

L1	L2	L3
Survey Questions
	Survey Name	Survey question based dimensions and measurements in the order of the questions added in the builder.

Survey Response Metadata
	Response Standard Fields	Fields
	Text Analytics Fields	Fields
	Response Quality	Fields
	Browser Metadata	Fields

Response Fields	No L2	Custom Fields

Profile Fields	Standard Fields	Fields
	Custom Fields	Custom Fields

Transaction Fields
	Standard Fields	Fields
	Custom Fields	Custom Fields
	Transaction Metadata	Fields

Hierarchy	Hierarchy Name	Hierarchy Fields

Case
	Case Fields	Fields
	Case Rule Fields	Fields
	Case Custom Fields	Fields

Distribution Fields
	Distribution Metadata	Fields

Others		Fields
Dataset
	Dataset Name	Fields

The drill down feature in CFM analytics is a available at the following locations:

Analytics Feed

Custom Dashboard

L1	L2	L3
Survey Questions
	Survey Name	Survey question based dimensions and measurements in the order of the questions added in the builder.

Survey Response Metadata
	Response Standard Fields	Fields
	Text Analytics Fields	Fields
	Response Quality	Fields
	Browser Metadata	Fields

Response Fields	No L2	Custom Fields

Profile Fields	Standard Fields	Fields
	Custom Fields	Custom Fields

Transaction Fields
	Standard Fields	Fields
	Custom Fields	Custom Fields
	Transaction Metadata	Fields

Hierarchy	Hierarchy Name	Hierarchy Fields

Case
	Case Fields	Fields
	Case Rule Fields	Fields
	Case Custom Fields	Fields

Distribution Fields
	Distribution Metadata	Fields

Others		Fields
Dataset
	Dataset Name	Fields

For drill-down analysis, you can explore specific results directly from the dashboard or analytics feed using options available based on the fields you've defined. Refer to this article.

a) The drill-down feature in CFM analytics is available in the following locations:

Analytics Feed
Custom Dashboards

b) Using drill downs:

You can click on any data point visible in a widget to drill down and view the distribution of the data based on your selected parameter.
The drill-down displays how the values of a particular dimension are distributed, depending on where you're drilling in.
- Example: If you drill down on an NPS or CSAT widget using the "Quality" field under the "Response Quality" category, you'll see how NPS and CSAT scores vary across each possible value of Quality.

c) When you drill down on a survey-specific metric or dimension, the tool automatically filters the list of available drill-down options to show only those relevant to that particular survey, keeping the view clean and focused.

d) Special case: If you select a text question dimension as your drill-down tool, you'll see a stream of responses appear in the third pane, providing direct insight into open-ended feedback.

This feature gives you powerful, context-rich ways to explore and interpret survey data in real time.

L1	L2	Fields
Generate Summary	Direct Action no buckets	Generate Summary
Recents
Explore Lens		Saved drilldown and explore lens
View Responses	Direct Action no buckets	View Responses

Survey Questions
	Survey Name (No L2 in Response and Analytics tab)	Survey question based dimensions in order of the question as added in the builder.

Survey Response Metadata
	Response Standard Fields	Fields
	Text Analytics Fields	Fields
	Response Quality	Fields
	Browser Metadata	Fields

Response Fields	No L2	Custom Fields

Profile Fields	Standard Fields	Fields
	Custom Fields	Custom Fields

Transaction Fields
	Standard Fields	Fields
	Custom Fields	Custom Fields
	Transaction Metadata	Fields

Hierarchy	Hierarchy Name	Hierarchy Fields

Case
	Case Fields	Fields
	Case Rule Fields	Fields
	Case Custom Fields	Custom Fields

Dataset	(Not available in response and analytics tab)
	Dataset Name	Fields

Distribution Fields	(Not available in response and analytics tab)
		Fields

Others		Fields

Note: You need to ensure that the dimensions used together are compatible, as combining incompatible dimensions can lead to inaccurate or misleading reports.