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.

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

  Bucketing

  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 apart from the fields present in the same bucket.
  Hierarchy	Hierarchy Fields
  Response Case		Refers to the cases created based on saved response.
  	Response Case Fields
  	Response Case Rule Fields
  	Response Case Custom Fields
  Case		Refers to the case used for distributing the surveys.
  	Standard Fields
  	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 , Profile and Case fields
  Others
  	Others

• The following table lists all fields generated for analysts, which can be used in Widget Builder, filters, and drill-down analysis.

  Metric and Dimension

  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	Dimension	Dimensions for Column, Pie type charts
  		Q_Name - Other	Dimension	Dimension for other field
  	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.
  	Text Single, Multi Line	Is Answered	Dimension (Only for Filtering)	This dimension is only available for filtering. No support for Plotting and Drilldown. This dimension has values as ”True”/”False”, it can be used to filter in or filter out “Not Answered” entries for the text question dimension plotted in a widget.
  	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	Computes the response-level average by averaging all statement values within a single response. This yields one overall score per response, not per statement.
  		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
  		Q_Name - Statements	Dimension	Display names of the statements added in the multi-statement question.
  		Q_Name - Scale Points	Dimension	Options available for respondents for that particular multi-statement question.
  		Q_Name - Statements - Rank	Measurement	Computes the statement-level average by taking the average of each statement’s value across all responses. This reflects the true aggregated score for each individual statement. Only compatible with the same question’s “Statements” dimension.
  	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
  		Q_Name - Statements	Dimension	Display names of the statements added in the multi-statement question.
  		Q_Name - Statements - Rank	Measurement	Computes the statement-level average by taking the average of each statement’s value across all responses. This reflects the true aggregated score for each individual statement. Only compatible with the same question’s “Statements” dimension.
  	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
  		Q_Name - Statements	Dimension	Display names of the statements added in the multi-statement question.
  		Q_Name - Scale Points	Dimension	Options available for respondents for that particular multi-statement question.
  		Q_Name - Statements - Rank	Measurement	Computes the statement-level average by taking the average of each statement’s value across all responses. This reflects the true aggregated score for each individual statement. Only compatible with the same question’s “Statements” dimension.
  	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 - Statements	Dimension	Display names of the statements added in the multi-statement question.
  		Q_Name - Scale Points	Dimension	Options available for respondents for that particular multi-statement question.
  	Audio/Video
  		Q_Name - Transcript - Level 1 Category	Dimension	Dimension for Level 1 text analytics based Attribute
  		Q_Name - Transcript - Level 2 Category	Dimension	Dimension for Level 2 text analytics based Attribute
  		Q_Name - Transcript - Sentiment	Dimension	Dimensions for Sentiment associated with the response phrases.
  		Q_Name - Transcript - 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.
  		Q_Name - Transcript - Experience Score	Measurement	Experience Score is a numerical value that represents the sentiment attached to open-text responses.
  		Q_Name - Transcript - Insights Count	Measurement	Number of phrases created for that text dimension.
  		Is Answered	Dimension (Only for Filtering)	This dimension is only available for filtering. No support for Plotting and Drilldown. This dimension has values as ”True”/”False”, it can be used to filter in or filter out “Not Answered” entries for the text question dimension plotted in a widget.
  	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.
  		Month of the Year	Dimension	The name of the calendar month based on the response time/sent time such as January, February and so on.
  		Day of the Week	Dimension	The name of the day of the week based on the response time/sent time such as Monday, Tuesday and so on.
  		Time of the Day	Dimension	The hour of the day based on the response time/sent time such as 01:00, 03:00 etc (based on 24h clock format and time zone).
  		Survey Sent Time	Dimension	Indicates the date timestamp when the survey was sent to the customer
  		Survey Sent Date	Dimension	Indicates the date when the survey was sent to the customer.
  	Text Analytics fields			Survey Agnostic Text Analytics fields are compatible with standard survey fields as well custom fields.
  		Survey Response Insights - Phrase Sentiment	Dimension	Phrase level sentiment predicted by the Sprinklr PI Model.
  		Survey Response Insights - Level 1 Category	Dimension	Broad product attributes identified by custom machine learning model. Level 1 categories have multiple level 2 categories under it.
  		Survey Response Insights - Level 2 Category	Dimension	Moderately granular product attributes identified by custom machine learning model.
  		Survey Response Insights	Measurement	Survey Response Insights Count
  	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 Transaction custom fields apart from the fields present in the same 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.
  Response Case				Response Case rule automation-based cases data can be accessed through this bucket.
  	Response Case Fields	Response Case	Dimension	Case generated within Surveys. It will include the subject, ID and description.
  		Response Case Number	Dimension	Unique identifier of the case within Sprinklr.
  		First Response Time (Response Case)	Measurement	Time taken to send the first message to the respondent after case creation.
  		Response Case Triggered Count	Measurement	Number of cases created via case rule.
  		Response Case Escalated Count	Measurement	Number of cases escalated.
  		Response Case Status	Dimension	Current status of the case.
  		Response Case Creation Time	Dimension	Time stamp when the case was created.
  		Response Case Closed Count	Measurement	Number of cases closed.
  		Response Case Close Time	Dimension	Time stamp when the case was closed.
  		Number of Interaction (Response Case)	Measurement	Number of engagements between case assignee and respondent.
  		Resolution Time (Response Case)	Measurement	Time taken to resolve the case, calculated from creation to closure.
  		Response Case Assignee	Dimension	Platform user to whom the case is assigned.
  		Response Case Close Date	Dimension	Shows the date when the case was closed.
  		Response Case Creation Date	Dimension	Shows the date when the case was created.
  		Response Case Due Time	Dimension	Due time for the case, calculated as: Created Time + Rule Escalation Time.
  		Response Case Escalated time	Measurement	The Duration for which the case remained escalated before closure.
  		Response Case Escalation Assignee	Dimension	Platform user to which the case would be re-assigned when escalated.
  		Response Case closed within SLA count	Measurement	Number of cases closed before escalation.
  	Response Case Rule Fields	Assignment Method	Dimension	Assignment method associated to the case rule.
  		Escalation Criteria	Dimension	Escalation criteria associated to the case rule.
  		Escalation Method	Dimension	Escalation method associated to the case rule.
  		Response Case Rule	Dimension	Name of case rule associated to the case.
  		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
  Case				Distribution cases, i.e the cases on which the survey was distributed.
  	Standard Fields
  		Case Details	Dimension	Case generated within Surveys. It will include the subject, ID and description.
  		Case Assignee	Dimension	Platform user to whom the case is assigned.
  		Associated Message Count	Measurement	Count of messages associated with the case (include fan, and brand message both).
  		Associated Message Count	Dimension	Count of messages associated with the case (include fan, and brand message both).
  		Case Closure Date	Dimension	The Histogram with the date when the case was marked close.
  		Case Closure Duration	Measurement	Duration of the case - (Time difference between the first message of the case and the last message of the case).
  		Case Closure Time	Dimension	The timestamp with the date when the case was marked close.
  		Case Count	Measurement	The number of cases.
  		Case Creation Date	Dimension	The time the case was created. This is a histogram dimension and can be used when we want to see cases at daily/weekly etc level.
  		Case Creation Time	Dimension	Time stamp when the case was created.
  		Case First Response Time	Measurement	Measures the time difference between first fan message and first brand response. If SLA preset is applied, this metric will give time based on working hours.
  		Case Number	Dimension	Unique identifier of the case within Sprinklr.
  		Case Status	Dimension	Current status of the case.
  		Case Summary	Dimension	This shows the summary of the case entered while case creation.
  		Channel Name	Dimension	Indicates whether the case is being managed by the Sprinklr case module or a third party CRM (when an integration is enabled).
  		Number of Interaction	Measurement	Number of engagements between case assignee and respondent.
  		Sentiment	Dimension	Sentiment of the message
  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.
  		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
  	Invite Performance Metrics			Only compatible with Transaction, Response , Profile and Case 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
  		Survey Sent Time	Dimension	Indicates the date timestamp when the survey was sent to the customer
  		Survey Sent Date	Dimension	Indicates the date when the survey was sent to the customer.
  	Intercept Performance	Distribution Channel	Dimension	The channel used to trigger the Intercept for the distribution.
  		Distribution Name	Dimension	Name or title given to the specific distribution for which the intercept activity is being processed.
  		Intercept Abandoned Count	Measurement	Number of times the intercept was closed or dismissed by any user.
  		Intercept Abandonment Rate	Measurement	Percentage of intercepts abandoned out of total intercept triggered.
  		Intercept Activity Time	Dimension	The time at which the Intercept is shown to the customer.
  		Intercept Completed Coun	Measurement	Number of times an intercept was completed.
  		Intercept Completed Rate	Measurement	Percentage of intercepts completed out of total intercept triggered.
  		Intercept Creative Name	Dimension	The name of the creative triggered for a recipient.
  		Intercept Creative Type	Dimension	The type of the creative triggered for a recipient.
  		Intercept Engaged Count	Measurement	Number of times any user who engages with intercept to open the survey.
  		Intercept Engaged User	Dimension	The user profile that engaged with the intercept.
  		Intercept Engagement Rate	Measurement	Percentage of intercepts engaged out of total intercept triggered.
  		Intercept ID	Dimension	The Sprinklr ID for the Intercept.
  		Intercept Live Chat Application Name	Dimension	The live chat application associated with the Intercept.
  		Intercept Page URL	Dimension	The specific webpage where the intercept was triggered or interacted with.
  		Intercept Triggered Count	Measurement	Number of times an intercept was shown to the recipient.
  Others	All unbucketed fields.