Feedback Exports: field descriptions and request delivery status
Interpret delivery statuses and understand the fields included in Feedback Exports.
This guide can help you to understand the fields included in exports from the Feedback Exports page, with additional information on the email request delivery statuses.
Field descriptions
Fields follow the naming conventions used in the Data Return API and the API status page export.
Field | Description |
|---|---|
request_id | Unique feedback request ID |
request_sent_at | UTC timestamp of request creation* |
request_delivery_status | The state of the delivery of the email for this response, typically "Sent" (see below for more information) |
response_received_at | UTC timestamp of response receipt* |
star_rating | 1-5 star response from customer |
comments | Indicates whether the response included comments or not |
reward_name | Name of the reward that was given |
areas_for_improvement | An indication that this particular area of improvement (AOI) was given in response |
additional_question_response | The answer |
ext_interaction_id | Unique ID created for the survey request |
external_url | Unique ID provided from the integrated CRM source |
channel | Indicates the interaction source (phone, email, chat, etc.) |
tags | A collection of categories under which this interaction can be classified (provided via API) |
brand | The brand the respondent experienced for this response |
customer_name | Respondent name configured for the survey |
request_sent_to | Respondent email address configured for the survey |
employee_first_name | Employee first name |
employee_last_name | Employee last name |
employee_email | Employee email address |
employee_custom_id | External (client) identifier for the employee |
employee_status | Employee status of account (Active, Confirmed, or Unconfirmed) |
employee_employment_status | Employment status of the employee (full time or part time) |
employee_start_date | Employee start date (from the user profile) |
team_leader | Name of the team leader or manager associated with this request |
team_leader_email_address | The client-supplied email address of the employees' manager |
team_leader_employee_custom_id | The client-supplied custom ID of the employees' manager |
requested_via | Indicates whether this request was submitted via API or manually through the user interface |
reward_eligible | Indicates whether this response was eligible for a reward grant from the customer or not |
additional_question_eligible | indicates whether the question was seen by the respondent or not |
additional_question_id | Unique ID created for each question |
additional_question_text | The text of the question |
twitter_share_eligible | Indicates whether Twitter sharing was enabled at the time of response submission or not |
twitter_share_initiated | Indicates whether the respondent began a Twitter share after their response or not |
facebook_share_eligible | Indicates whether Facebook sharing was enabled at the time of response submission or not |
facebook_share_initiated | Indicates whether the respondent began a Facebook share after their response or not |
twitter_follow_eligible | Indicates whether Twitter following was enabled at the time of response submission or not |
twitter_follow_initiated | Indicates whether the respondent followed on Twitter after their response or not |
facebook_follow_eligible | Indicates whether Facebook following was enabled at the time of response submission or not |
facebook_follow_initiated | Indicates whether the respondent followed on Facebook after their response or not |
custom_link_eligible | Indicates whether this interaction was eligible to show a custom link to the respondent or not |
custom_link_initiated | Indicates whether the respondent clicked on a custom link or not |
language | Language of the survey (provided via API) |
country | Name of the respondent's country (provided via API) |
areas_of_excellence_selected | Indicates which area of excellence (AOE) was given in the response |
areas_of_excellence_shown | List of areas of excellence shown to the respondent on the survey |
*ISO 8601 format includes date and time in UTC time zone
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_sendas 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.
