Introduction

The "4. Smart Survey Details" report, available in the 'Reports' > 'Diagram Reports' section of wolkvox Manager, allows you to check the details of surveys recorded in the operation, linking agent information, queue, call, customer responses, and the final survey result. This report is useful for reviewing each record individually, understanding how the customer responded, validating the survey duration, and analyzing complementary information such as voice messages, sentiment, and interaction type.

Report Information

The columns in this report include the following information:

• AGENT_ID: Agent extension number.
• AGENT_NAME: Agent name.
• AGENT_DNI: Agent identification number.
• SKILL_ID: Agent queue identification number.
• SKILL_NAME: Agent queue name.
• DATE: Date and time of the call or interaction associated with the survey.
• CONN_ID: Call or interaction identification number.
• ANI: Phone number from which the customer communicated.
• CUSTOMER_ID: Customer identification number.

Before continuing with the survey questions, it is important to note that the fields Q01 to Q10 depend on the survey configuration in the operation. For this reason, they can show numeric ratings, answer options, free text, or the symbol - when there is no recorded response for that question.

• Q01: Response to question 1.
• Q02: Response to question 2.
• Q03: Response to question 3.
• Q04: Response to question 4.
• Q05: Response to question 5.
• Q06: Response to question 6.
• Q07: Response to question 7.
• Q08: Response to question 8.
• Q09: Response to question 9.
• Q10: Response to question 10.
• VOICE_MESSAGE_DURATION: Duration of the voice message in seconds.
  This field can show:
  • 0: Indicates that no voice message duration was recorded.
  • A numeric value greater than 0: Indicates that the customer left a voice message and this is its duration in seconds.
• TYPE_INTERACTION: Type of interaction associated with the survey. This field can show values such as:
  • conference: Conference call.
  • inbound: Incoming call.
  • internal call: Internal call.
  • internal call_inb: Incoming internal call.
  • internal call_que: Internal call from a queue.
  • out_pre: Outgoing call in predictive campaign.
  • outbound_ma: Manual outgoing call.
  • transfer: Transfer call.
  • omni-channel (whatsapp): Omnichannel interaction associated with WhatsApp.
• RESULT: Survey result. This column can show the following values:
  • abandon: Abandoned survey.
  • complete: Completed survey.
  • incomplete: Incomplete survey.
• TIME: Total time the customer took to complete the survey.
• VOICE_MESSAGE: Shows if the customer left an additional message. Depending on the record, this field can contain the content associated with the message or show -- when there is no additional message recorded.
• FEELING: Customer sentiment detected from the interaction. This column can show the following values:
  • very negative: Very negative.
  • negative: Negative.
  • neutral: Neutral.
  • positive: Positive.
  • very positive: Very positive.
  • When no sentiment is identified for the record, the field may show --.

Additionally, at the end of the report, a TOTAL row is presented, consolidating the total number of records included in the queried period.