Feedback Report

Overview

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

Usage

Specify feedback as report type in the Explore API request path: /data/reports/feedback/jobs.

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Feedback Report metrics

Report Example

{
    "entries": [
        {
            "date": "2021-07-20 14:22:41",
            "csat_question": "How satisfied are you with your recent experience with Talkdesk from 1 (very unsatisfied) to 5 (very satisfied)? To opt out of messages, reply STOP.",
            "csat_score": "1",
            "open_text_question": "Please tell us more about your experience.",
            "open_text_response": "collection of postman",
            "respondent_phone_number": "+14086345795",
            "interaction_id": "b8340ff015ba4289bfceb6e2d1b049b7",
            "agent_name": "Ani Ghazaryan",
            "talkdesk_phone_number": "+19178095094",
            "channel": "SMS"
        },
        {
            "date": "2021-07-20 12:59:56",
            "csat_question": "We'd like to know more about your experience with Talkdesk. From 1-5, how would you rate your experience? 1 being bad and 5 being good. For example: Say 5." ",
            "csat_score": "1",
            "open_text_question": "Thank you. Is there anything else you would like to add?",
            "open_text_response": "The agent was not experienced enough to handle my issue",
            "respondent_phone_number": "+14153479433",
            "interaction_id": "b3f40adbaf994fc18acc685189a87e0b",
            "agent_name": "Hovhannes Nurijanyan",
            "talkdesk_phone_number": null,
            "channel": "IVR"
        }
    ],
    "total": 2
}

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Data and Report Availability

The data becomes available as soon as the survey is sent, or a survey response event is generated and is available on the Talkdesk database. So when the report is created, the customer can see the fresh data in the Feedback report right away.


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