From Bright Pattern Documentation
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|'''fcr''' | |'''fcr''' | ||
|BIT (1) | |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. |
|- | |- | ||
|'''nps''' | |'''nps''' | ||
|INT (11) | |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 |
|- | |- | ||
|'''cs''' | |'''cs''' | ||
|INT (11) | |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. |
|- | |- | ||
|'''ts''' | |'''ts''' | ||
Revision as of 23:30, 20 August 2018
<translate>= 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 the Universal Coordinated Time (UTC) time zone.
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 |
| interaction_id | BINARY (16) PK | Reserved for internal use |
| created_time | DATETIME | created_time specifies the date and time the survey was created. |
| 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. |
| 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 |
| 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. |
| ts | DATETIME | ts provides a time stamp when the survey was saved. |
| 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 |
| comment_sentiment | DECIMAL (5,3) | comment_sentiment is the sentiment value of customer's comment. |
| comment_url | LONGTEXT | comment_url is the URL where referencing the recording of customer's comment. |
| comment_transcript | LONGTEXT | comment_transcript is the transcript of customer's comment. |
| global_interaction_id | BINARY | Global interaction identifier |
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