Survey Report

The Survey report allows you to report on data collected in surveys given to customers.

To access the Survey Report:

From the Application Function Bar, select Reports > Reports Admin > Case Reports > Survey Report.

Report Options

The following options are available for this report.

Field	Description
View As	Select the output type of the report. For more information, see Report Output Types.
Report Title	Type the title that you want to appear on the report results. The title displays at the top of each page of the report for the PDF, Word, and Excel formats.
Survey ID	Select the Survey ID of the survey on which you want to report.
Include No Response	This option only applies when the report type is set to Summary. If this option is selected, the report will add an extra row labeled No Response on each question for which no response was provided. If this option is not selected, the No Response counter will be suppressed. All questions are still displayed regardless of whether they had a response.
Only Active Questions	If some questions on the survey have been set to inactive, selecting this option will prevent those questions and responses from being included on the report.
Report Type	Choose from one of these report types: Summary: In summary mode, the report will contain one row for each question. It will then list the percentage. For multiple choice and code answers, the percentage is based on the choices or codes shown, so if the Include No Response check box is selected, the basis is the total of responses for that question. For questions that are answered with a code, each code that was used displays along with counts of its usage. For questions that have free form text, each non-blank text entry is displayed individually. Details: In detail mode, each individual survey will be listed on the report, along with all questions and responses.
Text Answer	This option only applies when the report type is set to Summary. It determines if and how answers with free-form text will be included on the report. The options are as follows: Hide Text Answers: No text answers will be included on the report. Count Text Responses: The number of text responses will be counted and reported, but the actual text will not be shown. Show All Text: All text answers will be shown on the report.
Answer Order	This option only applies when the report type is set to Summary. It determines the order in which the answers to a given question will be listed on the report. Answer Sequence: Lists the answers in the order that they appear on the survey definition itself. Percentage (Ascending): Lists the answers based on the percentage of responses that used each answer, in numerical order from low to high. Percentage (Descending): Lists the answers based on the percentage of responses that used each answer, in numerical order from high to low.
Results Language	Select the results language for the report. For more information, see the Results Language section on page Reports Overview.
Time Zone	Select the time zone to use when processing the report. This indicates the time zone to use when using dates on filters and displaying dates. By default, the dates will reflect the time zone of the agent. For category dates, only the system date time is updated for the time zone (Type J), all the other dates are shown as stored in the database.
Report Date Format	Select the format to use when displaying dates on the report. Choose from: Blank or Use Date Format of Agent/System - first checks the agent's date format (set in the User Options) and if not defined it uses the system date format (set in the System Parameters). yyyy-MM-dd dd-MMM-yyyy dd/MM/yyyy MM/dd/yyyy
Report Time Format	Select the format to use when displaying time on the report. Choose from: Blank or Use Time Format of Agent/System - first checks the agent's time format (set in the User Options) and if not defined it uses the system time format (set in the System Parameters). Do not show Time HH:mm:ss (24hr) HH:mm (24hr) hh:mmAM/PM h:mmAM/PM

Case Detail Rows

The Case Detail rows are only shown when you run the report in Detail mode. You can show details from the case to which the individual survey is attached. Every row that you choose will be shown at the top of each survey result list.

To add a new row, click and drag a category from the menu on the right. The following fields are available for each column:

Field	Description
Category	Enter the name of the category (field) that you want to display on the report.
CID	This is the category ID of the category selected in the previous field. It is filled in automatically and cannot be changed except by changing the value in the Category field.
Label	Enter a label to use as the column heading on the report.
Level	Select the level of the hierarchy which you want to include on the report. This field is ignored for categories that do not use codes.
Display	Select how you would like data from this category to be displayed. You can choose to display the actual code value, description 1, 2, or 3, or a combination of the code and description1.
Page	Select this option to force a page break when the group value changes.

Report Filters

We recommended that you add a filter on Survey Run ID to limit the scope of the report to a given time frame. You can also filter on other survey columns if desired. For more information, see Filters in Emplifi Agent.

The following are some specific tips and guidelines for filters as they pertain to the Survey report:

Filtering performs normally for address, case, and issue with the following exceptions:
- If an issue filter is specified, the survey result must have a valid company ID, case ID, and issue sequence assigned to it. Otherwise that survey result will be eliminated from the report.
- If an address filter is specified, the address ID on the survey result is used, even if the address ID on the associated case has since changed.
It is also possible to filter on survey answers.

To filter on survey answers:

In the filter Category column, enter "Answer." When you tab out of the field, the system will display a message stating, "Category Answer Is Not Supported.” Ignore that message.
For the Operator, select either "=" or "IN." These are the only operators that are currently implemented for survey answers.
For the Time Frame, specify the question sequence (not the "Display Sequence") of the question whose answer on which you want to filter.
- This option currently does not browse, so it is helpful to have the Survey Definition open in another window so that you can view the available questions and their sequence values. For more information, see Defining and Maintaining Surveys.
- For multiple choice questions, only the question sequence of the first choice is available in the survey definition. For assistance, contact Emplifi Support Services.
In the Value, From column, enter the value on which you want to filter. (If you selected the "IN" operator, enter a list of values separated by semicolons.)
- For choice-type answers, enter "-1" to specify the No Answer option, or the Choice ID (defined on the Survey Definition Choice view) for a specific choice answer.
- For multiple choice answers, enter "-1" for Not Checked, and "1" for Checked for the corresponding question sequence.
- For code-type answers, enter the actual code values. Be careful to match upper and lower case.
- For text-type answers, enter a word or set of words. If a word is entered that displays anywhere in the text answer, then that result (answer) is included on the report. The search is not case-sensitive. For this report, a "word" is defined as a series of letters, numbers, dashes (-), or apostrophes (') delimited by any other characters (usually spaces or semicolons). All other characters are thrown out.