Appendix F: Interaction Feedback Tables

This Interaction Feedback information provides concise and detailed descriptions of the database tables CIC uses to store and generate reports on Interaction Feedback data. This information assists you in understanding the structure and contents of Interaction Feedback tables.

For detailed information, please see the Interaction Quality Management Data Dictionary.

Survey Table

The Survey table contains an entry for surveys or survey groups. Note the table is self-referential and embeds the parent-child relationship of surveys to survey groups.

Constraints

SurveyAnswer Table

The SurveyAnswer table contains answers to questions, as the result of a survey.

Constraints

Explanation of FreeFormAnswerURI

From Interaction Administrator, you can configure the base storage location of recorded comments. From there the recording is stored in a series of subfolders that are created based on the date of the recording. The FreeFormAnswerURI column only contains the date subfolders and the filename of the recording. For example, if the base recording path is D:\FeedbackComments and the recording file name is comment.wav and was recorded on 07/28/2011 at 19:18, then the value of this column would be "2011078198\comment.wav".

To further elaborate on the value of FreeFormAnswerURI, the file name in our previous example was "comment.wav". This was an over simplification. The actual file name of a recorded comment is generated from the following template:

surveysurveyId_callId_surveyQuestionId.wav

where the italicized parts should be replaced with their values from the database. The call ID is only the 10 digit form of the call ID. For example if the survey ID is 1111, the call ID is 2001490800 and the survey question ID is 2222, then the file name would be "survey1111_ 2001490800_2222.wav".

SurveyDetail Table

The SurveyDetail table contains detailed information about the result of a survey. There is one row per survey offered.

Constraints

SurveyForm Table

The SurveyForm table contains information about the result of a survey. There is one row per survey offered.

Constraints

SurveyObjectToSurveyPrompt Table

This database table associates prompts that are assigned to a survey (Invitation, Opt-in, etc.) or a question. This is a many-to-many relationship.

Constraints

SurveyPrompt Table

The SurveyPrompt table contains information about prompts available for use.

Constraints

SurveyQstnToQuestionCategory Table

The SurveyQstnToQuestionCategory maps questions to question categories. This is a many-to-many relationship.

Constraints

SurveyQuestion Table

The SurveyQuestion table contains the definition of questions in a survey or questions that are available to be added to a survey.

Constraints

SurveyQuestionBranching Table

The SurveyQuestionBranching table contains the information for question branching. There is one entry in this table for each configured branch.

Constraints

SurveyQuestionCategory Table

The SurveyQuestionCategory table contains the definition of question categories.

Constraints

SurveyQuestionEnum Table

The SurveyQuestionEnum table contains enumerations for true/false and multiple choice questions. It also contains min/max values for numeric questions.

Constraints

SurveyRule Table

Constraints

Explanation of Value Fields

Rule	Rule Type	Operand	AttributeId	IntegerValue	StringValue	DateValue
Calls routed to these workgroups	3 (Call attribute)	1 (Equals)	Eic_WorkgroupName	0	Workgroup Name	NULL
From the following callers (ANI)	3 (Call attribute)	1 (Equals)	Eic_RemoteTnRaw	0	Phone Number	NULL
Calls to these numbers	3 (Call attribute)	1 (Equals)	Eic_LocalTnRaw	0	Phone Number	NULL
Every Nth Call	1 (Every nth)	0 (None)	NULL	Nth Call	NULL	NULL
Max number of surveys per day	2 (Max per day)	0 (None)	NULL	Max surveys	NULL	NULL
Between these times	6 (DateTime)	0 (None)	NULL	0	StartTime|EndTime||||||	NULL
Between these dates	6 (DateTime)	0 (None)	NULL	0	||StartDate|EndDate||||	NULL
During these weekdays	6 (DateTime)	0 (None)	NULL	0	||||Weekdays||	NULL
During these week/ days of the month	6 (DateTime)	0 (None)	NULL	0	||||||DayWeek|	NULL
During these days of the month	6 (DateTime)	0 (None)	NULL	0	|||||Days||	NULL
During these months	6 (DateTime)	0 (None)	NULL	0	|||||||Months	NULL
The call has Attribute set to Value	3 (Call attribute)	1 (Equals)	Attribute Name	0	Attribute Value	NULL

Note that the date values on some rules consist of a pipe delimited string. Each rule uses one or two fields of that pipe delimited list with the rest of the values being empty. For reference, the following are all of the fields in that delimited string.

ST|ET|SD|ED|DA|DY|DW|MO

ST – Start Time

ET – End Time

SD – Start Date

ED – End Date

DA – Day of theWeek

DY – Day of the Month

DW – Day of the Week and Week of the Year

MO – Month of the Year

For the rule 'Between these times' we use the Start and End Time fields. These fields should be in 24-hour time with no separator between the hour and minute. For example, the value of a time range between 9:00 and 17:00 would be "0900|1700||||||".

For the rule 'Between these dates' we use the Start and End Date fields. These fields consist of the year followed by the month followed by the day. For example, the value for a date range between 08/01/2011 and 08/31/2011 would be "||20110801|20110831||||".

For the rule 'During these weekdays' we use the Day of the Week field. This field consists of a three letter acronym for the day of the week. Multiple days are split by a semi-colon. For example, the value of the days of the week Monday through Friday would be "||||mon;tue;wed;thu;fri|||".

For the rule 'During these week/days of the month' we use the Day of the Week and Week of the Year field. This field consists of a three letter abbreviation for the day of the week followed by a number that represents the week of the year. Multiple day/week values are separated by a semi-colon. For example, the value of the first Monday and the third Friday would be "||||||mon1;fri3|".

For the rule 'During these days of the month' we use the Day of the Month field. This field consists of a numeric value for the day. Multiple days are separated by a semi-colon. For example, the value of the first and fifteenth of the month would be "|||||1;15||".

For the rule 'During these months' we use the Month of the Year field. This field consists of a three letter acronym for the month. Multiple months are split by a semi-colon. For example, the value of January through March would be "|||||||jan;feb;mar".

Tables for Feedback Server Use Only

The following tables are for internal use only and are used in the internal workings for the Feedback Server.

SurveyConfigLog Table

The SurveyConfigLog table consists of changes made to surveys. It holds at most two years of data.

Constraints

SurveyUserObjectSecurity Table

The SurveyUserObjectSecurity table consists of a computed set of security rights for users currently logged into Interaction Center Business Manager.

Constraints

SurveyWork Table

The SurveyWork table contains temporary data used when a search is performed from Interaction Center Business Manager.

Constraints