Survey Interaction Data Model
- 04 Jan 2024
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Survey Interaction Data Model
- Updated on 04 Jan 2024
- 3 Minutes to read
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Article Summary
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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 the Manage Interactions article.
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 |
Example: Link: https://surveydynamix.com/interaction/328590 |
| interaction_uuid | Interaction ID |
Examples:
|
| status | Status | A description of the status of the interaction Examples:
|
| survey_id | Survey |
Examples:
|
| phone_number | Phone Number of Respondent |
Example: +61404873642 |
| 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 |
Example: websms |
| respondent_language | Respondent Language/Dialect |
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 active Example: 2020-03-30 09:00:00 |
| external_ref | External Reference |
|
| call_type | Call Type | Used to reference a contact channel of an external source, such as the name of a contact center queue Example: Billing |
| agent_id | Agent ID | Used to reference an ID of the agent that handled the associated customer interaction Example: 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:
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. |
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