This is a public Forum  publicRSS

Topic

    Sérgio Braun
    Feedback reportAnswered
    Topic posted February 5, 2018 by Sérgio BraunWhiz, last edited February 5, 2018 
    230 Views, 10 Comments
    Title:
    Feedback report
    Content:

    Hi all!

    I need to create a report to see feedback from all knowledge base answers.
    When "No" is clicked, the RN automatically creates an incident.
    When the "Yes" is clicked, what happens? How can I see this feedback?

    How to create a report showing both evaluations?

    I checked here some posts in the community, however, none of them helped me.

    Attached is a print of the feedback I need.

    Version:
    Service Cloud
    File:

    Best Answer

    Rohit Apsangi

    Please check whether dataminer utility is working correctly for your site.If not then create an SR with Oracle

    Regards,

    Rohit.

     

    Answer

     

    • Edson Junior

      Sérgio, see whether this helps.

      Is there a standard report that will provide answer data for the "Was this answer helpful?" question?

      You can see related answers on the right-side as well.

      Thanks, Edson

    • Richard Keevil

      Hey there Sergio, If you are specifically looking for the feedback given after the guide has been rated then another good report is "Feedback by Customer"

      When you run it there will be a filter popup screen, just select source "End-user pages > Feedback on answers" and any other search critera you need.  The results will then show the actual feedback.  FYI you need to double click on each to get to the incident.

      You can then use this as a basis of a custom report to specifically show the comments should you wish.

      Rich

    • Rohit Apsangi

      Hello Sergio,

      I just wanted to add an extra information to this thread. The report for answer feedback runs on dataminer utility, So report data will not reflect immediately.

      The dataminer utility runs hourly and takes the session information from the clickstreams table to populate the ans_stats table. The utility will then compile the information. The compiled information is deferred four hours, meaning that compiled data will be four hours behind the time dataminer runs. 

      Regards,

      Rohit.

       

    • Sérgio Braun

      Hi Edson and Richard!
      Thanks for your help, but, I have not yet been able to see results.

      @Edson: I found the report, but, I think I'm doing something wrong.

      I evaluated some answers in the CP as positive and negative, and even then the report is left blank.

      * In attachment a screenshot.

      @Richard: I did not find this report, what is the ID?

    • Rohit Apsangi

      Hello Sergio,

      I have implemented custom report for same requirement. You can use "ans_stats" table for building your report.

      Additionally you can add columns "ans_stats.solved_1" for feedback as "No" and "ans_stats.solved_5" for feedback as "Yes". As I said earlier this report will run on dataminer utility so your report data will not get reflected immediately.

      Please find the attached report defination.

      Regards,

      Rohit.

       

    • Sérgio Braun

      What does this formula mean?

      to_number(substr(incidents.subject,23,5))

    • Suresh Thirukoti

      This grabs the Answer ID....

    • Edson Junior

      Sérgio - Probably you are doing the right thing; however, it takes time to reflect. I will echo Rohit in his first comment 

      "I just wanted to add an extra information to this thread. The report for answer feedback runs on dataminer utility, So report data will not reflect immediately."

      Hope this helps.

      Thanks, Edson

    • Sérgio Braun

      Thank you all for your help! Yesterday I evaluated some answers in the CP (some as "Yes" and others as "No") and I still can not see the data.

      @Edson, I checked the link you sent me, I found the report, I ran it and no data came on screen.

      @Rohit, I imported your report and also no data came on screen.

      I do not know what I'm doing wrong, but I'm in great need of this report.

      If possible, could they add it in WhatsApp or email?

      +55 41 99600-9460

      sergio.braun@outlook.com

      Thanks!

    • Rohit Apsangi

      Please check whether dataminer utility is working correctly for your site.If not then create an SR with Oracle

      Regards,

      Rohit.