Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Survey Data Export - Free form responses

    Posted 03-25-2022 15:58
    No replies, thread closed.
    Good afternoon

    I am working with post call survey data and wondering if there is a way to export the answers individually or in a specified period so that any free form answers show. Similar to exporting interactions view - in the export you can see call notes added.  I have only been able to find the questions and number answered and the score. The overall data is good and helpful but we are collecting additional feedback in conditional questions that allow customers to expand on their experience and have no way to pull it but to go through every interaction? I hope I am missing something and there is a way to do this more easily. I have 3 open response questions that have valuable feedback that I am hoping to collect in an efficient way. 

    Example - Question - Do you feel well informed about your plan?
    Condition - if NO - How could we improve our communication regarding plan details? - this is an open response which doesn't export anywhere or display on any report that I have found.

    Thank you.
    #QualityManagement
    #Reporting/Analytics

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


  • 2.  RE: Survey Data Export - Free form responses

    Posted 04-21-2022 17:06
    No replies, thread closed.
    Did you ever find an answer to your question as I am looking at the same issue?

    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.
    ------------------------------

    Original Message


  • 3.  RE: Survey Data Export - Free form responses

    Posted 04-24-2022 19:17
    No replies, thread closed.
    Hi Martin,

    No, I haven't heard from anyone on a response and my guess is the functionality isn't available. There is an idea out there from 2021 with only 3 votes : Genesys Cloud Ideas Portal
    1. WEM-I-407

    Feel free to anyone that wants to go out and try to move the needle on this idea.
    Aha remove preview
    Genesys Cloud Ideas Portal
    View this on Aha >


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

    Original Message


  • 4.  RE: Survey Data Export - Free form responses

    Posted 04-26-2022 11:37
    No replies, thread closed.
    Hi
    I've been going round the bend looking at this, it does seem odd to be able to add a free text box on the survey, but no way to see what customers are replying in said box!

    Glad it's not just me

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------

    Original Message


  • 5.  RE: Survey Data Export - Free form responses

    Posted 04-26-2022 12:30
    No replies, thread closed.
    Yeah it's pretty frustrating I have to admit. The lack of details on the analytics is frustrating. I would love to not only see the open responses (a critical piece to the surveys in my opinion) but also just a count of responses. For example I have a yes/no question that I didn't give a value to as I don't want it to detract from the survey scores but now I can't see how many of the responses were yes and how many were no. I guess I may just have to assign a value and manage the score expectation with regard to this. Just not a clean picture of the interaction experience.

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

    Original Message


  • 6.  RE: Survey Data Export - Free form responses

    Posted 04-27-2022 03:08
    No replies, thread closed.
    Hi Julie, I just voted for the Idea WEM-I-407. We are planning ot use post call surveys and it is not encouraging to hear that the reporting is similarly poor as the other reportings.

    ------------------------------
    Thomas Repking
    Canada Life Group Services Limited
    ------------------------------

    Original Message


  • 7.  RE: Survey Data Export - Free form responses

    Posted 04-28-2022 09:53
    Edited by Martin Bunting 04-28-2022 09:53
    No replies, thread closed.
    You can find the customer's responses to the Free Text box if you go to the Interaction that kicked off the Survey, select the Quality Summary Tab then access Completed Surveys below Evaluations.  Click on the completed Survey and It will display the customer's responses to the questions and also show the comments that were entered in the Free Text box.

    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.
    ------------------------------

    Original Message


  • 8.  RE: Survey Data Export - Free form responses

    Posted 04-28-2022 09:58
    No replies, thread closed.
    Thank You Martin,

    Yes, I do know where to see the information and have been using that for now. Going into every interaction to see if there is open responses and trying to capture all of that data is what is the problem. That is not a sustainable solution based on the number of surveys we are getting back daily.

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

    Original Message


  • 9.  RE: Survey Data Export - Free form responses

    Posted 04-28-2022 10:05
    No replies, thread closed.
    I agree, that accessing this data is not convenient if you need to search through each and every interaction.

    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.
    ------------------------------

    Original Message


Related Content