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surveys
The surveys table contains data from survey responses, specifically from the Scenario Builder application's Save Survey Response block. All DATETIME times are given in Universal Coordinated Time (UTC).
Description of Data
The following table offers the name (i.e., ID), data type (e.g., BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHAR, etc.), and description for each metric (i.e., column) of the surveys table.
| Column Name | Data Type | Description |
| comment_sentiment | DECIMAL (5,3) | The sentiment value of customer's comment |
| comment_transcript | LONGTEXT | The transcript of customer's comment |
| comment_url | LONGTEXT | The URL where referencing the recording of customer's comment |
| created_time | DATETIME | Specifies the date and time the survey was created |
| cs | INT (11) | A numeric answer given to the customer satisfaction question asked during this survey (e.g., "On a scale from 1 to 5, how would you describe your experience with our service?"). The answer can be used to follow up with the customer directly, or aggregated into a metric showing average customer satisfaction for interactions of the given service or handled by the given agent/team. |
| custom1 | INT (11) | custom1 through custom9 are custom survey fields configured in Custom Survey Fields; they are reserved for other customer-specific metrics. |
| custom2 | INT (11) | Custom survey field 2 |
| custom3 | INT (11) | Custom survey field 3 |
| custom4 | INT (11) | Custom survey field 4 |
| custom5 | INT (11) | Custom survey field 5 |
| custom6 | INT (11) | Custom survey field 6 |
| custom7 | INT (11) | Custom survey field 7 |
| custom8 | INT (11) | Custom survey field 8 |
| custom9 | INT (11) | Custom survey field 9 |
| fcr | BIT (1) | If a yes/no answer given to the First Call Resolution question asked during this survey (e.g., "Did we resolve your query the first time you contacted us?"), the answer can be used to follow up with the customer directly; additionally, it may be aggregated into a metric showing percentage of cases resolved on the first contact for a given agent/team/service. |
| global_interaction_id | BINARY | Global interaction identifier |
| interaction_id | BINARY (16) | Reserved for internal use |
| nps | INT (11) | A numeric answer given to the brand loyalty question asked during this survey (e.g., "On a scale from 0 to 10, how likely are you to recommend us to a friend or colleague?"). The answer can be used to follow up with the customer directly, or aggregated into the Net Promoter Score metric that uses a special formula to measure consumer loyalty to the business/brand. For more information, see https://en.wikipedia.org/wiki/Net_Promoter |
| ts | DATETIME | ts provides a time stamp for when the survey was saved. |
| id | binary(16) PK | Reserved for internal use |
| media_type | ENUM | The type of media that is included in the survey:
|
| case_id | varchar(48) | The case identification number. |
| case_number | varchar(48) | The case number. |
| service_name | varchar(255) | The service name. |
| login_id | varchar(255) | The agent's login identification number. |
| first_name | varchar(255) | The customer's first name. |
| last_name | varchar(255) | The customer's last name. |
| team_name | varchar(255) | The team's name. |
| rank | varchar(255) | The agent's rank. |
| agent_country | varchar(255) | The agent's country. |
| agent_city | varchar(255) | The agent's city. |
| workitem_id | varchar(255) | The Workitem identifier. |
| training_class | varchar(255) | The name of the training class. |
| trainer_login_id | varchar(255) | The identification number for the supervisor in charge. |
| trainer_first_name | varchar(255) | The first name for the supervisor in charge. |
| trainer_last_name | varchar(255) | The last name for the supervisor in charge. |