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    Interaction Details Report
    • 19 Mar 2024
    • 5 Minutes to read
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    Contents

    Interaction Details Report

    • Updated on 19 Mar 2024
    • 5 Minutes to read
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    Article Summary

    The Interaction Details page is the comprehensive reporting mechanism for survey interactions. On this page, you can filter raw survey data into reports that you can save, schedule, and deliver as needed. To learn more about the data contained in this report, see Survey Interaction Data Model.

    NOTES
    • By default, survey data is retained indefinitely. However, you can enable a custom data retention period for your survey data. If you would like to enable a custom data retention period, please contact Mindful Support.
    • Interaction Details do not include historical data for deleted survey questions. We recommend disabling questions rather than deleting them, to ensure that historical data remains available. To restore historical data for a deleted question, first restore the question, then disable it.

    Filtering Interaction Details

    The filters on the Interaction Details page are similar to those on the Dashboard. You can filter based on:

    • User group
    • Survey
    • Date Range
    • Restricted Interactions
    • Question response
    • Custom filters
    To select multiple surveys or user groups in the filter at once, hold down the Ctrl, Shift, or Command (⌘)key while selecting multiple items.

    Text Response Filter

    You can filter by text response by entering a word (or part of a word) in the Search Text Responses For field. When the report runs, it will only include survey interactions with a Text/Record question containing the filtered text. 

    		Screen capture of Interaction Details report
    TIP
    If the scope of interactions only includes a single Text/Record question, that would be the same as creating a Question Response filter for that question and entering the text there. That way you could create multiple AND conditions for the Text/Record question.

    Custom Filters

    To filter by any custom attribute, including conditional statements, click Add Custom Filter.

    Select an attribute, conditional operator (see below), and value for the custom filter in the fields that appear.

    		Screen capture of Add Custom Filter section

    Question Response Filters

    To filter based on the responses given to specific questions, click Add Question Response Filter.

    Select a question, conditional operator (see below), and value for the Question Response filter in the fields that appear.

    		Screen capture of Add Question Response Filter section
    NOTES
    • Yes/No Questions report as 1 for Yes and 0 for No. It is important to remember this because when taking a survey, the customer may hear something like, "Press 1 for Yes or Press 2 for No." Even though the customer pressed 2 to indicate a No response, a 0 is used for a No response in the reporting and in triggers and events.
    • NPS, Number, and Multiple Choice questions use the true score response for reporting. For example, if a customer chose 5 as a response, 5 would be used in the reporting.
    • Text/Record questions report the transcribed text entered by the customer.
    • Prompt Only questions do not include a response.
    • Invalid responses report as -1 for all question types.

    Conditional Operators

    Question Response and Custom filters both allow the same set of conditional operators:

    OperatorMeaning
    =equal to
    =!not equal to
    <less than
    >greater than
    <=less than or equal to
    >=greater than or equal to
    LIKEa LIKE search will be used - see below

    Here are some examples of how to use a LIKE filter operator:

    LIKE valueBehavior
    home loansWill return all records that match the value "home loans" regardless of case. Eg: "HOME LOANS", "Home Loans" etc. It would not return any result if the attribute's value was "Home Loans and Service"
    home%Will return all records that start with "home" regardless of case. Eg: "Home Loans" or "Home Loans and Service" or "HOMELOANS" would all be returned.
    %loansWill return all records that end with "loans" regardless of case. Eg: "Home Loans", "HOME LOANS" or "Car Loans" would all be returned. It would not return a result if the attribute's value was "Home Loans and Service"
    %loans%Will return all records that include "loans" anywhere, regardless of case. Eg: "Home Loans", "HOME LOANS and Service", "Car Loans" would all be returned.

    Show Columns Filter

    The Show Columns filter does not limit the interactions included in the report, but rather controls which data is included in the report for the relevant interactions. All attributes collected by Mindful Feedback across all of your surveys will be included in the Show Columns list, and you can select or deselect any attributes you would like to include.Screen capture of Show Columns filter options

    Viewing and Saving Reports 

    After configuring filters, click View Report to view the data on the Interaction Details page. The report will appear in the Results tab. The Results tab displays an exportable table containing all of the details of each interaction in the report.  

    example results tab

    To copy, export, or print the report, use the buttons in the top-right corner of the Results tab.

    To open the Details window for an interaction, click one of the document icons in the leftmost column of the table. An example of the Details window is shown below.

    example interaction details

    In the Details window, you can manage and review an interaction in several ways:

    • Delete the interaction
    • Edit responses
    • Mark the survey "reviewed"
    • Sync survey data with Genesys Cloud.
    • View interaction details in a new browser tab.
    • View text transcriptions for voice recordings.
    • (Optional) Listen to voice recordings left by customers. Contact Mindful Support to enable this feature.

    Scheduling Reports

    For convenience, you can schedule reports to be delivered via email daily, weekly, or monthly. A scheduled report will use any filters you have currently configured. Use the following steps to schedule a report:

    1. Configure all search filters according to your needs
    2. Click Schedule Report.
    3. In the New Scheduled Report window, enter the required report parameters: 
      • Schedule Name
      • Cadence (Repeat and Day of Week)
      • Time to Run
      • Users to Email
    		Screen capture of New Scheduled Report page

    Active reports can be accessed on the Schedule Reports tab, where you can edit filters, adjust timing, or delete the scheduled report using the icons in the first column

    Screen capture of Scheduled Reports tab

    To view all of the selected filters and the next run time, click More Info at the bottom and then select the desired report from the list to expand its details.

    Exporting Interaction Details

    Rather than viewing the report in the UI, you can click Create CSV Report in the Filters tab to generate the report in CSV format. After a few moments, the report will be available for download in the Saved CSV Reports tab. Alternatively, you can download the report in Excel format (.xlsx) while viewing a report in the UI:

    Screen capture of Results tab with export options highlighted

    Exporting Large Reports

    Only 1,000 rows can be displayed per page. The export options in the top-right of the report will only download the current page. If you need your report in CSV format and there are more than 1,000 rows, use the Download As CSV button to download in one single file.

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