Survey interaction data model
Use customizable attributes to expand the usefulness of Mindful Feedback surveys.
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 Feedback 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 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 list for information on the core attributes of a survey.
- interaction_id
The unique ID of the interaction in the 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.
Attribute display name — Interaction ID
Example — https://surveydynamix.com/interaction/328590
- interaction_uuid
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 not require user authentication. Security is by obfuscation. However, the UUID should not be shared.
Attribute display name — Interaction ID
Examples
UUID — 1d5d5980-424c-11ea-a462-ad6d7c6f5f71
Link — https://surveydynamix.com/interaction_external/1d5d5980-424c-11ea-a462-ad6d7c6f5f71
- status
A description of the status of the interaction.
Attribute display name — Status
Examples
- Sent 1 hour ago
- Completed 2 days ago
- Abandoned 5 seconds ago
- survey_id
The name of the survey associated with an interaction. This is stored as the survey_id but displayed as the survey name in the survey details.
Attribute display name — Survey
Examples
- Customer Service Survey
- survey_id = 95
- phone_number
The phone number of the survey respondent. This attribute is required if the survey is to be transacted over the phone.
Attribute display name — Phone Number of Respondent
Example — +61404873642
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.
Attribute display name — Email Address of Respondent
Example — customer@company.com
- survey_type
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.
Attribute display name — Survey Method
Example — websms
- respondent_language
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.
Attribute display name — Respondent Language/Dialect
Example — en-AU (English/Australia)
- reviewed_by
Shows the name of the user 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.
Attribute display name — Reviewed By
- scheduled_at
The date and time the survey should be sent or become active.
Attribute display name — Scheduled At
Example — 2020-03-30 09:00:00
- external_ref
This attribute is 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. This can be set to any value.
Attribute display name — External Reference
- call_type
This attribute is used to reference a contact channel of an external source, such as the name of a contact center queue.
Attribute display name — Call Type
Example — Billing
- agent_id
This attribute is used to reference the ID of the agent that handled the associated customer interaction.
Attribute display name — Agent ID
Example — bradjones
Custom attributes and more
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:
Robust reporting and filtering options — Customer feedback can be grouped by attributes, and reports can be filtered to show feedback based on specific attribute values.
Contextual and personalized surveys — Surveys can greet customers by name and reference the context of the customer interaction.
Connection to external systems — Feedback can pass data to other applications, such as a Customer Relationship Management (CRM) system. You can use custom survey attributes to link a Client ID across systems, for example.
Attributes can also be placed on the survey interaction during survey execution using the Set Interaction Data event.
The example below shows an Interaction Details report including both core and custom survey attributes:
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 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:
