Genesys Cloud - Main

All,

We have a survey set to email after the interaction, which works fine and we get the aggregate data and metrics.  However there is a conditional question on the survey that allows the responder to type in a response depending on the answer to the previous question.  How in the #Y(@! do you get the details of those responses without going to each and every interaction?

The performance>Workspace>Survey Performance report does not allow drilldown to the underlying data.  I've tried scheduling the survey report and it does not provide detailed question data only summary.

Please help!!!
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#Reporting/Analytics

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Derek Greene
Community Association Management Company, Inc.
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Hi Derek,

During our implementation - we pretty much realised the same thing and that detailed data (like response to questions and evaluation comments) wasn't easily available in a report/exportable format.

The Genesys 'everything is available via the API' approach is way to complex and complicated for most contact centres that don't have full time development staff to extract, transform and load into an actual readable and easily accessible data store.

So we ended up using an AppFoundry partner (PureInsights) to get the data into a MySQL format that is then easily extracted and used in existing reports (like Excel, PowerBI, etc). Made getting the detailed data from Quality Evaluations a LOT easier as well.

Cheers,

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Jeff
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Thanks Jeff - i'll check it out.  Sad that you have to buy more add-on's just to get some basic functionalities.

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Derek Greene
Community Association Management Company, Inc.
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Original Message:
Sent: 09-02-2022 02:04
From: Jeffrey Hoogkamer
Subject: After Call Survey Details

Hi Derek,

During our implementation - we pretty much realised the same thing and that detailed data (like response to questions and evaluation comments) wasn't easily available in a report/exportable format.

The Genesys 'everything is available via the API' approach is way to complex and complicated for most contact centres that don't have full time development staff to extract, transform and load into an actual readable and easily accessible data store.

So we ended up using an AppFoundry partner (PureInsights) to get the data into a MySQL format that is then easily extracted and used in existing reports (like Excel, PowerBI, etc). Made getting the detailed data from Quality Evaluations a LOT easier as well.

Cheers,

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Jeff
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