surveys
Table name: surveys
Contains/Role: When surveys are made after a call (SMS Survey) or after a chat, and on other platforms, the survey results are stored here.
See more details about different types of surveys here.
| Column Name | Datatype | Description |
|---|---|---|
| rec_id | int Primary key. | Internal, auto-numbered. A unique id for each record. |
| internal_session_id | uniqueidentifier | For internal use, for “connection” back to Puzzel’s internal system. |
| customer_key | varchar (100) | The customer key (number) for the “owner” of the survey |
| country_code | varchar (10) | Mostly for internal use. Indicates the country for the database (internally) where the survey record is fetched from. International standard for country codes is used (for example ‘NO’ for Norway, ‘SE’ for Sweden, and so on). |
| related_iq_session_id | uniqueidentifier | The internal_iq_session_id for the call (request) the survey results refers to. Primarily for internal use. |
| related_call_id | numeric(19,0) | The call_id for the call (request) the survey results refers to. |
| survey_type | varchar(10) | Typical values appearing here for the legacy Surveys are SMS and CHAT. Typical values appearing for the new Insight survey are Email, Phone and Web (and unknown). This might be changed in the future |
| sequence | int | A survey may consist of multiple steps, i.e. questions back and forth between the customer (caller) and “us”. Sequence indicates the order of them. Starting with value 1. |
| dte_time | datetime | When this survey record was sent/received. |
| destination | nvarchar(500) | To whom (i.e. the “address”) we asked for the survey. For SMS surveys this will be the phone number. For chat survey, we usually get the chatter’s name. |
| agent_id | int | The agent who was involved in the call which the survey is about. |
| queue_key | nvarchar(100) | The queue that was involved in the call which the survey is about. |
| fertile | tinyint | Usually 0 or 1, but this field is no longer used in a structured way for the different surveys. Insight survey records will usually have fertile = 0. |
| question | nvarchar(MAX) | The question sent to the caller/chatter/customer. |
| score | nvarchar(100) | The score reported back from the caller/chatter/customer |
| max_score | nvarchar(100) | The maximum value possible to give as score. |
| min_score | nvarchar(100) | The defined minimum value for score. |
| comment | nvarchar(MAX) | The caller/chatter/customer might report back a text comment (in addition to the score). If so, it’s stored here. |
| dte_updated | datetime | A timestamp indicating when this record is stored/last updated in this database. |
| element_type* | nvarchar(100) | Customer Insight survey records might have one of these values: elementType.dropdownList elementType.text elementType.rating elementType.question elementType.opinionScale elementType.multipleChoice |
| ci_session_id | uniqueidentifier | All records (sequence 1-N) for 1 Customer Insight Survey will have the same value here. |
| element_id | int | The Insight Survey record representing a question and the record representing the answer have the same element_id |
survey_name* | nvarchar(50) | The name of the Customer Insight Survey |
| survey_id* | uniqueidentifier | The id of the Customer Insight Survey |
| related_ticket_id* | nvarchar(50) | If this survey is related to a Puzzel Case Management Ticket, the ticket id might appear here. |
* Available from db v2.4.1.0