Survey Performance Summary view

AI-generated summary

Genesys Cloud provides a Survey Performance view within its Resource Center that displays comprehensive statistics for survey forms distributed to customers interactions, accessible to users with CX 3, CX 4, or EX licensing and appropriate Analytics Survey Aggregate and Quality Survey Form permissions. The view presents metrics in row format, with each row representing a survey form and its associated data, including surveys sent, survey status, and response results, allowing users to drill down into individual survey forms to view form versions, related metrics, and specific survey questions and responses through the Survey Detail view. Key operational features include the ability to set a default time zone for the analytics workspace, manually refresh data to view current information, save customized filter and column settings, and export view data. An important operational consideration is that Genesys Cloud records survey data based on the send date rather than the completion date; for example, a survey sent on January 10 but completed on February 15 will appear in the January 10 data interval. The view does not update automatically and requires manual refresh to display the most recent data. Comprehensive metric filtering capabilities are supported through date presets, custom date ranges up to six months, and media type selection. Date filtering options include Today, Yesterday, This Week, Last Week, Previous 7 Days, This Month, Last Month, Previous 30 Days, This Month by Week, Previous 3 Months, Day, Week, Month, and Month by Week, with navigation arrows enabling viewing of different time periods using the same preset. Media type filtering supports multiple simultaneous selections with the exception that voice and callback types cannot be selected together. Column management features include an Edit Columns icon that opens an Add/Remove Column pane with options to sort columns alphabetically, group by categories, and search through available columns. Tables support enhanced keyboard navigation, screen reader support, focus management, and accessibility compliance. Table customization capabilities enable column reordering through drag-and-drop functionality or keyboard shortcuts, column resizing by hovering over boundaries and dragging to adjust width, and horizontal scrolling to accommodate datasets exceeding available screen width. The interface supports up to 20 columns and includes a Reset view to defaults option. Interaction detail filtering enables refinement by User, Queue, Wrap-Up codes, and Skills, with the Skills filter evaluating divisional access based on the user being viewed rather than individual skills. Permission-based visibility controls determine which user information and associated data are displayed in search results, with users possessing division-specific permissions viewing complete skill sets including skills assigned to other divisions. Survey filtering functionality enables refinement by Survey Score, Survey NPS (Net Promoter Score), Survey Type (web or voice surveys), and Survey Response Status (full or partial completion), supporting detailed performance analysis and reporting across customer interaction channels

PrerequisitesClick to expand

The Survey Summary view displays statistics for survey forms sent to customers after an interaction. Use it to find out how many surveys Genesys Cloud sent, the status of those surveys, and the results of the surveys. Each row in the view displays a survey form and its related metrics.

Available columns

To view the available columns, see the Survey Performance Summary view section in the View available columns in performance views by category article.

To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.
To view the list of available columns in the performance views by category, see View available columns in performance views by category.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

Click Performance > Workspace.
Click Menu > Analytics > Analytics Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To see the Survey Summary view, perform the following:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Survey Performance and then click the view name to open it.

This view does not update automatically. To see the most current data, click Refresh.

To save the view with your filter and column settings, click Save.

To export the data in the view, click Export .

Note: Genesys Cloud displays survey data in the interval when it sent the survey, not in the interval that the customer answers the survey. For example, if Genesys Cloud sends the survey on January 10, and the customer completes the survey on February 15, then the data for the survey appears on January 10.

View more details about a survey form

To see the form versions and related metrics for a survey form, click beside the survey form’s row. The form versions and their data display under the survey form’s row.

To see the survey questions and responses for that form version, click the date of the version. The Survey Detail view for that version opens.

Note: You can only view more details about surveys with responses. The in those surveys’ rows is unavailable.

Customize the view

To show only certain data, customize the view. For example, you can choose to show only certain columns or filter to see certain types of interactions. To quickly switch between different data of interest in the same view, you can also save your filter and column settings as a saved view.

Filter metrics by dateClick to expand

To customize analytics views, use the date filter.

Show meClick to expand

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 months.

To use a preset to filter metrics, complete the following steps:

To display the date filter, click the date.
In the Presets list, select a preset date option.

Date presets

Presets	Description
Today	Shows data for the time period that includes the current interval.
Yesterday	Shows data for the previous day.
This week	Shows data for a Sunday through Saturday time period.
Last week	Shows data for the previous week, Sunday through Saturday.
Previous 7 days	Shows data for the previous seven days.
This month	Shows data for the current month, with no extra days.
Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 days.
This month by week	Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Previous 3 months	Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Day	Shows data for a single 24-hour day.
Week	Shows data for a Sunday through Saturday time period.
Month	Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week	Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

To use a custom date range to filter metrics, complete the following steps:

1. Click the date to display the date filter.
2. Select a start date and an end date on the calendar.
3. Click Apply.

To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

Filter metrics by media typeClick to expand

To filter by media type, perform the following:

Click the Toggle filters panel icon .
Select the required media type.

Notes:

When filtering, you can select more than one media type. Click the relevant media type to select or deselect the type.
You cannot select the voice and callback types at the same time.
If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
The available media types may vary from those shown above.

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

Show, hide, and rearrange columnsClick to expand

Tables are updated to provide a more accessible and user-friendly experience through enhanced keyboard navigation, screen reader support, focus management, and improved accessibility compliance. These enhancements help users interact with table content more effectively. You can also resize columns and scroll horizontally, making it easier to view and work with large datasets.

To show or hide columns:

At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.

To reorder the columns within the column picker:

At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

Notes:

You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:
1. Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
2. To position the column, use the Up or Down arrow keys.
3. Press the Spacebar. The chosen column is reordered.
To improve keyboard accessibility and provide a more consistent user experience, column reordering is no longer performed by dragging column headers directly in the table. To reorder columns, use the Reorder Columns tab.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 columns.

To better accommodate your screen size and reporting needs, you can customize the table layout in the view.

Resize columns

To resize the width of a column:

Hover over the boundary between two column headers.
When the resize cursor appears, click and drag the column border left or right.
Release the mouse button when the column reaches the desired width.

Resizing columns can help you view longer values, such as conversation IDs, user names, or other data, without truncation.

Scroll horizontally

If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.

To view more columns:

Use the horizontal scroll bar at the bottom of the table.
Scroll left or right to access columns that are not currently visible.

Horizontal scrolling lets you view all available data while maintaining your selected column widths.

Note: Column resizing and horizontal scrolling affect only the display of the current view and do not change the underlying data.

Filter by surveyClick to expand

To enter the survey you want to view, click the Filter by survey form(s) search icon . Enter the survey name and select the survey from the search results. You can continue to enter and select more surveys to add to the view.

Filter by selecting multiple surveys

You can select multiple surveys to filter by.

In the survey’s row, select the check box.
Continue selecting survey check boxes to add to filters.
Click Add to filters.

Filter by interaction detailsClick to expand

To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

Interaction filters

Filter	Description
User	Displays interactions associated with the selected users. Filter for multiple users at one time by entering other users and searching again. To see and select inactive users in the User filter search, select Include inactive users.
Queue	Displays metrics for interactions associated with the selected queues. Filter for multiple queues at one time by entering other queues and searching again.
Wrap-Up	Displays interactions that have the selected wrap-up codes. Filter for multiple wrap-up codes at one time by entering other codes and searching again.
Skills	Displays interactions with the routing skills assigned to the selected user. When one user views another user, divisional access is evaluated against the user being viewed, not against each individual skill assigned to that user. If you have permission to view a user, the Skills field displays all routing skills assigned to that user, regardless of the divisions to which those skills belong. To ensure that skill visibility aligns with your organization's access model, assign users only the skills that are intended to be visible to anyone who has permission to view that user. For example, Agent Annie and Supervisor Bert both belong to the Alpha division. Bert is assigned the Returns skill (Alpha division) and the Warranty Support skill (Bravo division). When Annie searches for Bert, Bert appears in the search results because Annie has permission to view users in the Alpha division. Because Annie can view Bert, the Skills field displays both the Returns and Warranty Support skills, even though the Warranty Support skill belongs to the Bravo division.
Languages	Displays metrics for interactions with agents who have the selected languages. Filter for multiple languages at one time by entering other languages and searching again.

Filter by survey detailsClick to expand

Click Filters.
Click the Surveys tab.
Search or scroll to select the filter you want to use.

Filter	Description
Survey Score	Displays the surveys by scores: Range: Displays the surveys with scores within the selected range. Above: Displays the surveys with scores equal to or above the selected score. Below: Displays the surveys with scores equal to or below the selected score.
Survey NPS	Displays the surveys with the selected range of NPS. For more information about NPS, see Net Promoter Score web survey question overview. Range: Displays the surveys with NPS within the selected range. Above: Displays the surveys with scores equal to or above the selected score. Below: Displays the surveys with scores equal to or below the selected score.
Survey Type	Web: Displays data for web surveys. Voice: Displays data for voice surveys.
Survey Response Status	Full: Displays data for the surveys that were completed with all required questions answered by the customer. Partial: Displays data for the surveys that were completed with some but not all required questions answered by the customer.

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