User Manual

Survey Data

This report displays the details of all the surveys – Operator, Prechat, In-Chat, Exit – of the selected skill two formats including the chat wise and operator count

ICE Admins can view Chat ID, Chat initiated URL, Chat Date, Chat Start Time, and Chat End Time data on the Survey Data Report along with the answers to the questions for the selected survey type

To view the Survey Data report, select Reports > Chat > Survey Data.

Survey Data Report appears as shown below

Screen Elements-

Screen Elements Description

From and To

Select the date and time from which the report is needed.

Skill

Select the skill for which the report is to be generated.

Survey Type

Select the type of survey for which the report is to be generated.

Time Zone

Select the time zone from the dropdown list.

Show Report

Select the type of report to be generated from the options that include-

  • Chatwise
  • Operator count: When the mouse is hovered on the Operator count option it displays the tool tip as “Operator wise count for survey questions which has dropdown”
  • Abandoned Chats: When the Survey Type is selected as Prechat, this option will be visible to configure.

Once all the above-mentioned fields are configured, click Submit.

The Survey Data report will be displayed on the same screen as shown below.

On this report, admin can view the following data specifically of one skill based on the date range, skill, and survey filters selected.

  • Chat ID
  • Chat Date
  • Chat Start Time
  • Chat End Time
  • Chat Initiated URL
  • Operator Name

The Chat Date column will display the date of the chat initiated in “MM: DD: YYYY” format.

The Chat Start Time and Chat End Time will be displayed in “HH: MM: SS” and 24-hour format.

Note: Based on this information, one can determine the other information like Chat Handle Time, Average Chat Handle Time, etc.

The Chat Initiated URL column will display the URL from where the chat was initiated by the customer.

1. When Show Report radio button is set to “Chatwise”-

  • Select Survey Type as Operator from the dropdown box. Click Submit  button after making entries in the field. The report will be displayed in the following format-

Similarly, reports for survey types such asPrechat survey, Inchat survey, and Exit survey could also be obtained.

2. When Show Report radio button is set to “OperatorCount”-

  • Select Survey Type as Operator from dropdown box. Click Submit  button after making entries in the field. The report will be displayed in the following format-

Similarly, reports for survey types such as Prechat survey, Inchat survey, and Exit survey could also be obtained.

When Show Report radio button is set to “Abandoned Chat”

  • Selecting the Abandon Chats radio button will display report only for Prechat. While selecting any other survey type, the radio button gets disabled. The abandoned chat report for the “Prechat” survey type is displayed in the following format-

Admin can export this report to – Word, Excel, PowerPoint, or PDF – format. To do so, click on the Export dropdown menu  icon.

Then select Excel option as shown below.

The Survey Data Report will be exported. While exporting the report, all the columns along with the respective data will be exported.

Once the report is exported, one can calculate the total wait time of a customer.

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