Feedback Flow Report

Overview

The Feedback Flow Report provides a raw log of survey responses, channels, and interactions associated with the survey responses and other metadata.

Usage

Access Talkdesk Explore. Once here, specify feedback_flow as report type in the Explore API request path: /data/reports/feedback_flow/jobs.

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Feedback Flow Report metrics

Report Example

This example is generated by SMS surveys from the Feedback Flow Builder.

{
   "entries": [
       {
            "Date & Time": "2022-09-05 07:30:00.000",
            "Interaction ID": "8888888a888888888888a8a88aaaa88a",
            "Flow Name": "Survey sample",
            "feedback_flow_report.componentid_1": "3ef287de-cfb7-4a21-a754-9cc5b5b976cb",
            "feedback_flow_report.componentname_1": "CSAT Rating",
            "feedback_flow_report.componenttype_1": "csat",
            "feedback_flow_report.componenttext_1": "On a scale of 1 (least satisfied) to 5 (most satisfied) please rate your overall experience. To opt-out please reply STOP.",
            "Response": null,
            "Response State": "invalid or valid",
            "Is Kpi(Yes/No)": "Yes or no",
            "feedback_flow_report.pertainstoagent_1": "Yes or no",
            "Recording URL": "https://accountname.mytalkdesk.com/interactions/8888888a888888888888a8a88aaaa88a/recordings/0.mp3",
            "Agent Name": "Agent Name",
            "feedback_flow_report.respondentphonenumber_1": "+18888888888",
            "feedback_flow_report.talkdeskphonenumber_1": "+19999999999",
            "Ring Group": "Ring Group",
            "Team Name": "Team Name",
            "feedback_flow_report.interactiondirection_1": "IN",
            "feedback_flow_report.surveychannel_1": "SMS",
            "feedback_flow_report.touchpointid_1": "Touchpoint ID",
            "feedback_flow_report.touchpointname_1": "Touchpoint Name",
            "feedback_flow_report.touchpointvalue_1": "Touchpoint Value",
            "feedback_flow_report.smserror_1": null
       },
   ],
   "total": 1
}

❗️
Data and Report Availability
Up to a month of data per request.
There are no limits on the data available regarding the timeframe.

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Messaging Traffic Report @ Explore API vs @ Reporting API - Data Availability and Data Freshness
Regarding data freshness, there is no difference between the Explore API and Reporting API. Both share the same assumptions of data and report availability.

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.