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Survey

The Survey iCube enables you to create ad-hoc reports for analysis. You can use this report to analyze the survey details spanning the life-cycle of a Survey.

Description

The left panel, titled, DASHBOARD DATA SETS contain the most common attributes and metrics used for analysis.

You can start your analysis in a variety of ways.  For example:

1. From the right panel, select a visualization type.  
   Each visualization automatically pulls in enough attributes and metrics to properly depict the chart type.
2. To achieve the desired analysis, from the DASHBOARD DATA SETS,drag-and-drop attributes or metrics.
   Alternatively, you can also begin the analysis by double-clicking the desired attributes and metrics from DASHBOARD DATA SETS to add these items into a grid in the visualization canvas. 
   Once you have added the desired attributes and metrics, in the right panel, you can change visualization to convert the grid into the desired chart type.
   Note: Some visualizations may require a minimum combination of attributes and metrics in order to deliver the expected results.
3. To remove a metric or an attribute, under the Visualization panel, right-click on the desired metric or attribute and click Remove.

Usage Example

The following examples illustrate one of the many analyses you can perform using the Survey iCube :

If you want to analyze the response rate of the surveys grouped by the department of the affected employees, perform the below tasks:

1. From the DASHBOARD DATA SETS panel,
   1. Double-click Response Rate to add it to a grid.
   2. Double-click the Department attribute to add to the grid.
   3. Double-click the Employee attribute to add to the grid.

Note: You can also drag the metrics and attributes and drop them on the Visualization column or under the Visualization 1 (blank page) to add them to the grid.

2. To change the grid to a chart, in the right panel, from the visualization options, select Bar Chart.
3. Now drag the metrics and drop them to the Color By section to apply colors to the metric values in the chart.

Tip: You can customize view of any particular parameter, right-click the parameter and modify to the required format. For example, if you want to view the Average Calls Per Agent view in a percentage format, right-click Avg Calls Per Agent, point to Number Format and select the required format from the drop-down list.

Attributes

Expand this link to view the Survey iCube attributes:

Attribute Name	Description
Assigned To	Person primarily responsible for working on the incident
Assigned To Manager	Manager who is responsible for the working on the Incident
Assignment Group	Group/team of the person primarily responsible for working on the incident
Assignment Group Manager	Manager of the group/team responsible for working on the Incident
Calendar Date	Gregorian calendar date
Calendar Month	Gregorian calendar month
Calendar Quarter	Gregorian calendar quarter
Calendar Week	Gregorian calendar week
Calendar Year	Gregorian calendar year
Date	Date on which the Incident was Opened, Resolved, or Closed
Department	Name of Caller's department
Employee	"For Opened Incidents, person who has opened the Incident For Resolved Incidents, person who has resolved the Incident For Closed Incidents, person who has closed the Incident"
Incident	Unique identifier of the incident
Incident Number	Unique number associated with the incident
Location	Location of the affected caller or service
Question	Description of the Survey question
Question Type	Type of survey question
Requested Date	Date when the survey was requested
State	State of the survey
Survey	Description of the type of survey
Survey Instance	Instance of Survey Taken
Survey Instance Number	Unique identifier of the survey instance
Survey Response	Response of the survey taken
Taken Date	Date when the survey was taken
Task Type	Type of the task
Type	Type of the survey

Metrics

Expand this link to view the Survey iCube metrics:

Metric Name	Description	Formula	Expected Values
% Avg CSAT Score Last 30 Days (Internal)	Percentage average of Customer Satisfaction (CSAT) Score across Incident Survey value-based questions	(([Avg Incidents CSAT Score - Last 30 Days] - [Avg Incidents CSAT Score - Last to Last 30 Days]) / [Avg Incidents CSAT Score - Last to Last 30 Days])	>0
Avg Incidents CSAT Score	The average of the Customer Satisfaction (CSAT) Score across Incident Survey value-based questions. The user can elect to filter or group by Survey and Question.	Avg ([Incidents CSAT Score])	0 or >0
Avg Incidents CSAT Score - Last 30 days	The average of the Customer Satisfaction (CSAT) Score across Incident Survey value-based questions for last 30 days	Avg([Incidents CSAT Score]) <[Survey - Last 30 days (Lagging Count)]>	0 or >0
Avg Incidents CSAT Score - Last to Last 30 days	The average of the Customer Satisfaction (CSAT) Score across Incident Survey value-based questions between last to last month and last month	Avg([Incidents CSAT Score]) <[Survey - Last to Last 30 days (Lagging Count)]>	0 or >0
Completed Surveys	Total count of the Surveys that have been completed.	Count([Survey Fact])<[Completed State Survey]>{~+,![Survey Instance]+,![Survey Response]+,![Survey Question]+,![Survey Question Type]+}	>=0
Outstanding Surveys	Total count of Surveys that are pending for completion.	Count ([Survey Fact])<[Completed State Survey]>{~+,![Survey Instance]+,![Survey Response]+,![Survey Question]+,![Survey Question Type]+}	>=0
Response Rate	Ratio of the total number of Surveys completed as compared to the total number of Surveys sent, in percentage.	[Completed Surveys] / [Surveys Sent]	0 or >0
Surveys Sent	The total number of Surveys sent for feedback.	Count ([Survey Fact]){~+,![Survey Question]+,![Survey Question Type]+,![Survey Response]+,![Survey Instance]+}	>=0