Export Responses page

The default team leader and admin roles can export a range of survey data through the Export Responses page. This page also makes recent exports (from the last 24 hours) available for download.

Follow the steps below to export survey data:

1. On the Settings page, select the "Export Responses" tile.

2. From the dropdown menu, select whether you want to export all requests or only requests with responses.

3. In the Start date and End date fields, enter the range of survey data you want to export, up to three months.

4. Click Export.

   Agent Connect generates a CSV export file for download. Agent Connect also sends an email to let you know when the file is ready. The following image shows an example of the response export file:

   

Data Return API

Agent Connect provides a Data Return API that allows you to retrieve survey responses programmatically for use in another application. See the Agent Connect API documentation for details about the technical requirements, endpoiunt details, and expected payloads.

Team performance data

Users with the default team leader role can export their team's performance metrics in the Teams and Team Members reports. For more information, see Summary reports.

The export a performance report:

1. Open the report you would like to export.

2. Click Generate CSV.

   When the file is ready, a download link will appear.

3. Click Download CSV to obtain the export.

Request delivery status attribute

The request delivery status attribute clarifies the status of feedback requests. The following states can appear in the request_delivery_status column of survey exports:

Not sent: suppression period

The request email was not sent because the customer has already been sent a recent request. You can configure the time period during which subsequent requests cannot be sent on the Company Info page, in the Suppression period field.

Not sent: do not send flag

The request email was not sent because the API request defined do_not_send as true.

Not sent: consumer unsubscribed

The request email was not sent because the email address had been previously unsubscribed.

Not sent: rejected

The request email was not sent because Agent Connect received a bounce message during a previous attempt.

Soft bounce

The request email was sent, but might not have been delivered due to a soft bounce from the receiving email server. Agent Connect will attempt to re-deliver the request email.

Soft bounces typically indicate a temporary delivery issue. While an email address may soft bounce for many reasons, common causes include a full inbox, the recipient email server being offline, or the recipient email server receiving too many emails in too short of a timeframe (per its configuration).

Hard bounce

The request email was sent, but might not have been delivered due to a hard bounce from the receiving email server. Agent Connect will not attempt to re-deliver the request email.

A hard bounce indicates a permanent reason an email cannot be delivered. In most cases, bounced email addresses are cleaned from your distribution audience automatically and immediately, and are excluded from all future campaigns. An email might hard bounce because the recipient email address does not exist or the recipient email server has purposefully blocked delivery.

Sent

The request email was sent. Agent Connect cannot confirm delivery into an inbox, but has not received any indication otherwise from the mail server.

Sent: unsubscribed

The request email was sent, but has been unsubscribed by the customer through the request email.