Extensions Report Fields
In RingCentral Engage Digital, we can enable extensions.
Each extension may append columns to existing csv or provide new exports.
Customer Satisfaction(Export::Responses)
Note: Sometimes customers reply to the same survey several times, we take their last submission.
| Export name | responses |
|---|---|
| Incremental availability | Yes |
| Time filtering | Responded time |
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| responded_at | Survey Response date | Datetime | 23/08/2013 12:15 | |
| satisfaction_response_id | Provider response ID | String | 42 | Provider is Alchemer (formerly Survey Gizmo) |
| satisfaction_survey_id | Provider survey ID | String | 987654321 | Provider is Alchemer (formerly Survey Gizmo) |
| content_thread_id | Content Thread ID | ObjectId | 55cdaade77656222d500061d | |
| intervention_id | Intervention ID | ObjectId | 55dc83d677656254ca000a2e | |
| intervention_categories | Intervention categories | String | SAV, Important, etc | |
| user_id | Agent ID | ObjectId | 55cda687776562377900083d | |
| user_name | Agent name | String | Pierre Dupont | |
| identity_id | Respondent ID | ObjectId | 55cda7bd7765622b58000735 | |
| identity_name | Respondent name | ObjectId | Paul Martin | Sensitive |
| main_indicator | Selected answer value of the main_question | Integer | 4 | |
| question_x | Question x | String | Are you satisfied ? | X is 1 to max number of survey question Be careful in case of automation there will be as may question_x answer_x than there are question in the survey(s) This mean that this may change if the survey change |
| answer_x | Answer x | String | Yes, it’s awesome | X is 1 to max number of survey question Be careful in case of automation there will be as many question_x answer_x than there are questions in the survey(s) This means that this may change if the survey change |
| source_id | Source ID | ObjectId | 55cda687776562377900083d | |
| source_name | Source Name | String | My Facebook Page | |
| source_type | Source type | String | ||
| id | ED internal response ID | ObjectId | 61796662713368469afc0c18 | |
| survey_id | ED internal survey id | ObjectId | 61785f135bd54419e99ba270 | |
| survey_type | Survey provider type | String | alchemer | Currently only Alchemer (formerly Survey Gizmo) |
| question_x_foreign_id | Question x ID from provider | String | 14 | X is 1 to max number of survey question Be careful in case of automation there will be as many question_x answer_x than there are questions in the survey(s) This means that this may change if the survey change |
| answer_x_value | Answer x internal value | String | 5 | Referred to as “reporting value” in Alchemer. Identical to answer_x for questions that allow custom text from customer. X is 1 to max number of survey question Be careful in case of automation there will be as many question_x answer_x than there are questions in the survey(s) This means that this may change if the survey change |
Survey
Interventions Satisfactions(Export::Interventions)
The following columns will be added to Interventions csv.
This export can be incremental.
| Column Name | Description | Type | Example / Comment |
|---|---|---|---|
| satisfaction_grade | Satisfaction grade | Integer | 4 |
| satisfaction_sent_at | Satisfaction sent date | Datetime | 07/10/2013 11:52 |
| satisfaction_answered_at | Satisfaction answer date | Datetime | 07/10/2013 11:52 |
| satisfaction_response_id | Gizmo Response ID | String | 729 |
| satisfaction_survey_id | Gizmo Survey ID | String | 1284489 |
Reply Assistant
Knowledge Base(Export::ReplyAssistantKnowledgeBaseVersions)
| Export name | reply_assistant-knowledge_base |
|---|---|
| Incremental availability | No |
| Time filtering | No |
Export of all knowledge base entries for reply assistant
| Column Name | Description | Type | Example / Comment |
|---|---|---|---|
| foreign_id | Entry identifier | String | 4 |
| label | Label | String | Contact Agent by private message |
| number | Version number | Integer | 1 |
| body | Body | Text | Hi, please reach us by private message, Thanks. |
| language | Language | String | en |
| categories | Categories | Array | Mobile, Simcard |
| sources | Sources | Array | My Facebook Page, My Twitter |
| group | Group | String | Default Group |
| id | Version ID | ObjectId | ID of the given object |
| entry_id | Entry ID | ObjectId | ID of the entry containing this version |
Entry Groups(Export::ReplyAssistantEntryGroups)
| Export name | reply_assistant-entry_groups |
|---|---|
| Incremental availability | No |
| Time filtering | No |
Export of all reply assistant entry groups
| Column Name | Description | Type | Example / Comment |
|---|---|---|---|
| created_at | Creation Date | Datetime | 23/08/2013 12:15 |
| id | ID | ObjectId | 4f4f3a08a90ffb27ee000583 |
| name | Name of the group entry | String | Commercial help |
| autocomplete | Enable autocomplete in reply assistant | Boolean | true |
| entry_count | Entry count | Integer | 12 |
| entry_ids | Entries IDs | Array | 5240b1bca90ffbb6c7000006, 4340b1bca90debb6c7003333 |
Sentence(Export::ReplyAssistantSentenceVersions)
| Export name | reply_assistant-sentences |
|---|---|
| Incremental availability | No |
| Time filtering | No |
Export of all sentences for reply assistant
| Column Name | Description | Type | Example / Comment |
|---|---|---|---|
| body | Body | Text | |
| label | Label | String | |
| language | Language | String | en |
| number | Version number | Integer | 1 |
| sources | Sources | Array | My Facebook Page, My Twitter |
Sentiment Analysis
Messages sentiment(Export::Contents)
The following columns will be added to Messages csv.
This export can be incremental.
| Column Name | Description | Type | Example / Comment |
|---|---|---|---|
| sentiment_text | Sentiment (as text) | Text | negative, neutral or positive |