Survey interaction data model

When a customer takes a survey, Mindful Feedback creates a record called a survey interaction. A survey interaction consists of a set of attributes that define the survey taken by the customer, including core (predefined) and custom attributes. The predefined attributes inform Mindful of important details such as:

the identity of the survey recipient
the scheduled time of a survey
the recipient's contact information
the survey language
and more...

Some attributes associate context to a survey, recording such things as the queue the customer entered and the agent that helped the customer.

The attributes of a survey are set when the survey interaction is created. You can then update them later, either manually or via integration with another platform. To learn more about editing attributes, see Manage Interactions.

Core Survey Attributes

Consult the following table for information on the core attributes of a survey.


Attribute Name	Attribute Display Name	Description
interaction_id	Interaction ID	The unique ID of the interaction in the Mindful Feedback database You can use the ID to create a link to the survey interaction details in the format <domain>/interaction/<interaction_id>. Using the link will require user authentication. Example: Link: https://surveydynamix.com/interaction/328590
interaction_uuid	Interaction ID	The unique UUID of the interaction This can be used to create a link to the survey interaction details in the format <domain>/interaction_external/<interaction_uuid>. Using this link will will not require user authentication. Security is by obfuscation. However, the UUID should not be shared. Examples: UUID: 1d5d5980-424c-11ea-a462-ad6d7c6f5f71 Link: https://surveydynamix.com/interaction_external/1d5d5980-424c-11ea-a462-ad6d7c6f5f71
status	Status	A description of the status of the interactionExamples: Sent 1 hour ago Completed 2 days ago Abandoned 5 seconds ago
survey_id	Survey	The name of the survey associated with this interaction This is stored as the survey_id but displayed as the survey name in the survey details. Examples: Customer Service Survey survey_id = 95
phone_number	Phone Number of Respondent	The phone number of the survey respondent This attribute is required if the survey is to be transacted over the phone. Example: +61404873642
email	Email Address of Respondent	The email address of the survey respondent. This is a required attribute if the survey is to be sent via email and optional for other survey types.Example: customer@company.com
survey_type	Survey Method	The survey type: sms, inbound, outbound, websms, email, or web This controls the way in which the survey engine will process the interaction when its scheduled time is reached. For more information, see Survey Types. Example: websms
respondent_language	Respondent Language/Dialect	This attribute controls the language and dialect of the survey. This directs the survey engine to present the survey using the prompts configured for the specified language. This setting is also important when customers leave feedback via voice recording (inbound or outbound survey Text/Record question type). The text-to-speech transcription function works best when the language/dialect of the speaker is correctly defined. A list of the supported languages and dialects is available in our API documentation. Example: en-AU (English/Australia)
reviewed_by	Reviewed By	Shows the name of the use who clicked Mark Reviewed in the Top X Best/Worst Interactions tables on the Dashboard. This is not present until a user marks an interaction as reviewed.
scheduled_at	Scheduled At	The date and time the survey should be sent or become activeExample: 2020-03-30 09:00:00
external_ref	External Reference	Used to reference an ID from an external system For example, with Genesys Cloud, the external_ref is used to hold the conversation ID of the contact center interaction. Can be set to any value
call_type	Call Type	Used to reference a contact channel of an external source, such as the name of a contact center queueExample: Billing
agent_id	Agent ID	Used to reference an ID of the agent that handled the associated customer interactionExample: bradjones

Optional Extras

In addition to the core survey attributes, you can expand Interaction Details with custom attributes, voice-to-text transcription, and links to voice recordings.

Custom Survey Attributes

You can add any number of custom attributes to a survey interaction. Associating custom attributes to a survey provides many benefits, such as:

Enriching reporting and filtering options: Customer feedback can be grouped by attributes, and reports can be filtered to show feedback based on specific attribute values.
Contextualizing and personalizing surveys: Surveys can greet customers by name and reference the context of the customer interaction.
Passing data to external systems: Mindful Feedback can pass data to other applications, such as a Customer Relationship Management (CRM) system. You can use custom survey attributes to link client ID's across systems, for example.

Attributes can also be placed on the survey interaction during survey execution using the Set Interaction Data trigger event.

Voice Transcriptions and Recordings

For voice surveys, you can optionally include a voice-to-text transcription of customer responses within the Interaction Details report. This will allow you to view customer responses at a glance in addition to playing them back via audio. You can also optionally include links to voice recordings within Interaction Details reports. These links can be used outside of the platform, as needed.

To enable these features, contact the Support team. The following image shows an example of both a text transcript and a recording link included in a report:

interaction details report with text transcript and voice recording link hightlighted

Example Interaction Details

This example shows the details of a survey interaction, including both core and custom attributes. All attributes beneath the Agent ID were added to the survey as custom attributes.