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14. Interaction Feedback Survey Utilization

The Interaction Feedback Survey Utilization package contains records of survey states, for example, Completed and Opted-Out.

The records for this package come from the vcssSurveyUtilization view.

Interaction Feedback Survey Utilization Report Details
Friendly name	Field from the table	Description
Survey Group	SurveyGroup	Name of survey group, for example, Marketing
Survey Name	SurveyName	Name of survey
Survey Date/Time	SurveyDateTime	Date and Time, including day, week, month, and so on, for the reporting period, displayed in local date/time
Surveys in error	InError	The number of system errors generated by the CIC server
Surveys completed	Completed	The number of calls where a survey was completed by obtaining answers to all of the questions. It does not include Active Surveys or Abandoned surveys.
Caller disconnects	Disconnected	Number of calls where caller disconnects before beginning the survey
Surveys offered	Offered	Number of survey invitations offered
Survey opt-outs	OptOut	The number of calls where the caller did not agree to take the survey
Surveys bypassed (no license)	ByPassed	The number of calls where the caller took a survey but the agent who dealt with the caller did not have an Interaction Feedback Access license. In this case, the caller completed the survey and the data was captured, but it will not be included in the survey data in Interaction Feedback Reports. In the case where multiple agents handled a call, if at least one of the agents has an Interaction Feedback Access license, the survey data will be included in the reports.
Agent no answer	NoAnswer	Number of calls that have the survey attribute and get to an agent, but are not answered
Surveys abandoned	Abandoned	The number of calls that opted-in to take a survey (at one point considered an Active Survey) but did not complete the survey. This reflects calls where the customer disconnected before taking the survey as well as those that disconnected while taking the survey before completing it. Abandoned survey data is not used in survey reports.
Below minimum score	BelowMinScore	Acceptable Score field.If a survey specifies a minimum value, indicating the lowest acceptable score on a survey, then each survey completed that scored below that minimum value is counted in this column.
Survey average score	Score	Average score of a given survey
User ID	UserId	ID of the agent. For filtering only.
Workgroup	Workgroup	Workgroup the agent belongs to. For filtering only.
Interaction ID	InteractionId	Interaction ID of call to which survey was attached. For filtering only.
Site ID	SiteId	ID of the site where the survey was processed. For filtering only.