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  • 1.  Survey Reporting

    Posted 10-25-2022 08:02
    No replies, thread closed.
    Good day.

    We are currently using the built-in survey function within Genesys and the Team Leaders are struggling to keep up with the reporting for 'Finished' Surveys.

    Genesys does not have a column to show the written comments from a survey and so they are having to click into each individual interaction that has had a survey completed to gain this information.

    The 90 day expiration date is also causing an issue. E.g - We're in the month of October and all of the surveys completed for September have been manually recorded and tracked. However, customers are still completing surveys for interactions in September, so finding these interactions to record them is like finding a needle in a haystack.

    Is there any solution to this?

    Is there anything that could be run in developer tools?

    We basically need the ability to be able to export all completed surveys, with conversation ID's and Comments showing.

    Thanks,

    Nick Squires
    MIB
    #Reporting/Analytics

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    Nicholas Squires
    Motor Insurers' Bureau
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  • 2.  RE: Survey Reporting

    Posted 10-26-2022 03:07
    No replies, thread closed.
    That´s one of reasons we did not follow up on surveys. Would be great to have that!

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    Thomas Repking
    Canada Life Group Services Limited
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    Original Message


  • 3.  RE: Survey Reporting

    Posted 10-26-2022 08:07
    No replies, thread closed.
    Hi Nick,

    There isn't a way directly with the developer tools to get the data out in one go as you have to request per survey. However there are a few alternative approaches:

    • Have an automated Data Warehousing process that extracts this data regularly
    • Use an Appfoundry app that extracts the data
    • Use the Genesys Cloud CLI and some scripting to loop and extract the data to a file
    • Use a workflow to do the same as the CLI
      • Run a conversation details query for all surveys that are "Finished"
      • Collect the Conversation ID and Survey IDs into an Array
      • Loop through the Array to collect the Survey data per conversation
      • Output. With CLI this could be a file or for a workflow you could add the entries to a data table for export or with agentless email releasing soon email the results
      • Longer term the Process Automation feature will have a User Interface which could trigger running this regularly.



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    Richard Chandler
    Connect
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    Original Message


  • 4.  RE: Survey Reporting

    Posted 10-26-2022 08:38
    No replies, thread closed.
    Hi Nick

    We are using an outside vendor to pull the raw data which I export and store externally. It's manual but the only way to capture the free form answers in the survey. Hopefully Genesys will update this ability so it is easier to pull and analyze right from the platform

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    Julie Green
    Sentinel Benefits & Financial Group
    ------------------------------

    Original Message


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