Genesys Cloud - Main

Hi all,

I'm new to using Surveys in Genesys.  We've just released a Voice Survey today and in terms of reporting or locating specfic surveys, I feel there's some missing links in reporting.

In the Survey Performance view for the Survey, you can expand on it and view the set of questions and see where you've received responses.  One of our questions is a free text field that allows the customer to verbalise their feedback.  We don't have a large uptake on this, but from the few where people have responded, I'm struggling to figure out how you can search for those specific interactions.  As there's no clickable options from Survey Performance, its seems difficult to know which interactions these responses are related to.

I've tried filtering interactions, but the filters available for use don't allow me to find these specific interactions.  

Am I missing something?  I don't feel its efficient for staff to sift through every interaction with completed surveys to find where feedback has been left.

Thanks

#Reporting/Analytics

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Robert Niblock
Contact Centre Technology Analyst
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Hi Robert,

This is a limitation within the current reporting, there is an idea Detailed interaction post call survey reporting that I would recommend voting on and adding your use case to.  

I am also going to move this question to Genesys Cloud - Reporting and Analytics Community and see if anyone can provide any better way of getting the results you need

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hello!

There is currently only one way I know of to pull the actual survey customer answers, but it is possible. If you got to Genesys API Explorer, search and select the GET API called /api/v2/quality/conversations/{conversationId}/surveys, put the Conversation ID of the interaction that created the survey into the Requested Parameters section, and then click Execute Request to run the API, it will give you the survey answers for the interaction. Now, the answers will be in a coding format, but if you are only looking for free text field answers, then those shouldn't be too hard to find. This can be helpful if you are looking at survey responses every now and then, but if you are trying to look at a lot of them all of the time, I would recommend trying to automate it. 

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Brandon Doss
Workforce Management Analyst
Abeka
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