Symptom / Need

You need to review detailed results of smart customer surveys, including the answers to each question, the agent who handled the call, and the sentiment expressed by the customer.

Context / Scenarios

Smart surveys allow you to measure customer satisfaction and evaluate agent performance. Having a detailed report of these surveys facilitates the analysis of customer experience and decision making based on the results obtained.

Answer (Solution/Recommendation)

The "4. Smart Survey Detail" report is located in the "Diagram Reports" tab within the "Reports" section of wolkvox Manager in the left side menu. This report provides detailed information about each survey conducted, allowing you to evaluate both customer satisfaction and agent performance.

Columns in this report include:

• AGENT_ID: Agent extension number.
• AGENT_NAME: Name of the agent.
• AGENT_DNI: Agent identification number.
• SKILL_ID: Skill (agent group) identification number.
• SKILL_NAME: Name of the skill.
• DATE: Date and time the survey was conducted.
• CONN_ID: Caller ID number.
• ANI: Telephone number from which the client contacted.
• CUSTOMER_ID: Customer identification number.
• Q01 – Q10: Customer responses to each of the survey questions.
• VOICE_MESSAGE_DURATION: Length of the voice message (if the customer left one) in seconds.
• TYPE_INTERACTION: Type of interaction in which the survey was conducted (can be incoming call, manual outgoing, transfer, etc.).
• RESULT: Survey status:
  • abandon: The survey was abandoned.
  • complete: The survey was completed.
  • incomplete: The survey was not completed.
• TIME: Total time it took the customer to complete the survey.
• VOICE_MESSAGE: Indicates whether the customer left an additional message.
• FEELING: Customer feelings based on their responses:
  • very negative
  • negative (negative)
  • neutral (neutral)
  • positive (positive)
  • very positive