Surveys Performance Detail view

PrerequisitesClick to expand

The Survey Detail view displays customer response data for question groups on survey forms sent to customers after an interaction. Use it to find out the average score for question groups and questions. Each row in the view displays customer response data for a survey form question group. You can expand each row to see the questions in each question group.

Available columns

To view the available columns, see section in the View available columns in performance views by category article.

To view the consolidated list of available columns in the performance views, see .

To view the list of available columns in the performance views by category, see .

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

Click Performance > Workspace.
Click Menu > Analytics > Analytics Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To see the Survey Detail view:

Click Performance > Workspace > Employee Engagement > Survey Performance.
Click Menu > Analytics > Analytics Workspace > Employee Engagement > Survey Performance.
In a survey form’s row, click .
In the expanded rows, click the date of the survey form versions you want to see.
To see the most current data, click Refresh. This view does not update automatically.
To with your filter and column settings, click Save .
To in the view, click Export .

Note: Genesys Cloud displays survey data in the interval when it sent the survey, not in the interval that the customer answers the survey. For example, if Genesys Cloud sends the survey on January 10, and the customer completes the survey on February 15, then the data for the survey appears on January 10.

View questions in a question group

To see the form questions included in a question group and metrics related to them, click beside the question group’s row. The questions and their data display under the question group’s row. To see a question group or question’s full text, hover over it.

For more information about question groups, see .

Customize the view

Customize the view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. You can also save your filter and column settings as a to quickly switch between different data of interest in the same view.

Filter metrics by dateClick to expand

To customize analytics views, use the date filter.

Show meClick to expand

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks.

To use a preset to filter metrics, complete the following steps:

To display the date filter, click the date.
In the Presets list, select a preset date option.

Date presets

Presets	Description
Today	Shows data for the time period that includes the current interval.
Yesterday	Shows data for the previous day.
This week	Shows data for a Sunday through Saturday time period.
Last week	Shows data for the previous week, Sunday through Saturday.
Previous 7 days	Shows data for the previous seven days.
This month	Shows data for the current month, with no extra days.
This month by week	Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 days.
Previous 3 months	Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Day	Shows data for a single 24-hour day.
Week	Shows data for a Sunday through Saturday time period.
Month	Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week	Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

To use a custom date range to filter metrics, complete the following steps:

Click the date to display the date filter.
Select a start date and an end date on the calendar, and click the filter arrow .

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

Filter metrics by media typeClick to expand

To filter by media type, click the Filter icon .
Select the media type.

Notes:

When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.
You cannot select the voice and callback types at the same time.
If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
The available media types may vary from those shown above.

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the .

Show or hide chartClick to expand

Show, hide, and rearrange columnsClick to expand

To show or hide columns:

At the top right corner of the columns, click the Pick columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.

To reorder the columns within the column picker:

At the top right corner of the columns, click the Pick columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

Reorder columns from within the column picker in performance views

Note: You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:

Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
To position the column, use the Up or Down arrow keys.
Press the Spacebar. The chosen column is reordered.

To rearrange the columns outside the column picker, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults.

You can select up to 20 columns.

For more information about the metrics shown in the columns, see the Available Columns section in this article.

View summary data Click to expand

Filter by interaction detailsClick to expand

To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

Interaction filters

Filter	Description
User	Displays interactions associated with the selected users. Filter for multiple users at one time by entering other users and searching again. To see and select inactive users in the User filter search, select Include inactive users.
Queue	Displays metrics for interactions associated with the selected queues. Filter for multiple queues at one time by entering other queues and searching again.
Wrap-Up	Displays interactions that have the selected wrap-up codes. Filter for multiple wrap-up codes at one time by entering other codes and searching again.
Skills	Displays metrics for interactions with agents who have the selected skills. Filter for multiple skills at one time by entering other skills and searching again.
Languages	Displays metrics for interactions with agents who have the selected languages. Filter for multiple languages at one time by entering other languages and searching again.

Filter by survey detailsClick to expand

Click Filters.
Click the Surveys tab.
Search or scroll to select the filter you want to use.

Filter	Description
Question Group Score	Displays interactions with the selected range of question group survey scores. For more information about question groups, see . Range: Displays interactions with survey scores within the selected range. Above: Displays interactions with survey scores equal to or above the selected score. Below: Displays interactions with survey scores equal to or below the selected score.
Survey Type	Web: Displays data for web surveys. Voice: Displays data for voice surveys.
Survey Response Status	Full: Displays data for the surveys that were completed with all required questions answered by the customer. Partial: Displays data for the surveys that were completed with some but not all required questions answered by the customer.

Filter

Description

Question Group Score

Displays interactions with the selected range of question group survey scores. For more information about question groups, see .

Range: Displays interactions with survey scores within the selected range.
Above: Displays interactions with survey scores equal to or above the selected score.
Below: Displays interactions with survey scores equal to or below the selected score.

Survey Type

Web: Displays data for web surveys.
Voice: Displays data for voice surveys.

Survey Response Status

Full: Displays data for the surveys that were completed with all required questions answered by the customer.
Partial: Displays data for the surveys that were completed with some but not all required questions answered by the customer.

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