Virtual Agent Feedback Survey Response

[ivychan]

Hi,

Does anyone know which table I can retrieve the user's response for the Virtual Agent Feedback Survey from? I have setup a Virtual Agent Feedback Survey topic to gather feedback from user using Virtual Agent when the chat conversation is ended and would like to create a report to view the survey response.

I was not able to find anything relevant in the "asmt_assessment_instance" table.

Attached is a sample of the VA feedback survey response that I am looking for.

Appreciate any advice from the community. Thanks.

[Richard Kiss1]

Hi ivychan,

You can find all surveys in Survey management > View Surveys (asmt_metric_type table). If you open a Survey there in the record there is a related list called View Responses

Clicking on that will take you to to the responses, what is basically a filtered list of the Metric Results table (asmt_metric_result)

Richard

[ivychan]

Hi Richard,

Yes, I could see that I can get the Survey questions and responses from the asmt_metric_result table. The only downside is there isn't a dot-walk reference to the interaction table to retrieve the chat details from interaction table.

Thank you for the details shared.

[Richard Kiss1]

Hi ivychan,

The Metric result has a reference filed for the Assesment Instance what has a reference for the Trigger ID that is an Interaction record id.

The trigger ID is not a reference for the interaction, but you can write a script to get the interaction based on the info what is in this field.

[Lynda1]

I use this  table in a report to get the survey results

asmt_assessment_instance_question

The challenge is when we upgrade to another version, I have to modify the report. It seems each upgrade changes the logging of the responses.