Export Responses page

Team Leaders and Admins 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.

1. On the Settings page, click Export Responses.
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 (up to three months) of survey data you want to export.
4. Click Export.

   Agent Connect generates a CSV export file for download. Agent Connect also sends an email to let you know 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 Admins to retrieve Connect Responses programmatically into your local system. See the Agent Connect API documentation for details about the technical requirements, how to request data, and what to expect from the data that is returned.

Team performance data

Team Leaders can export their team's or team members' performance metrics in the Teams and Team Members reports. For more information about these reports, see Summary reports.

1. Open the report you want to export.
2. Click Generate CSV.

   When the file is ready, a download link appears.

3. Click Download CSV.

Request delivery status

Request delivery status is an attribute that provides clarity around the status of all Connect 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. Team Leaders and Admins 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 a time (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 actual 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 specifically through the request email.