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Reporting on contacts who submit answer feedback ratings in Customer Portal
Answer ID 2802 |
Last Review Date 02/10/2020
How can I determine which contacts submitted answer feedback ratings regarding my knowledge base content using the Clickstreams table?
Environment:
Analytics, Customer Portal page sets
Oracle B2C Service
Resolution:
Oracle B2C Service Analytics gives the ability to build a custom report that uses the clickstreams table to show specific contacts who have left answer feedback, including the answer ID, answer summary, answer rating, timestamp, and contact information. This data is available whether or not an incident was created from the feedback that was left./p>
(See attached file for full description of clickstreams table.)
To report this data, 'inner-join' the clickstreams and contacts tables, and use the following filters to show the past weeks' worth of answer feedback:
and 
The output columns available are:
| clickstreams.created | This is the timestamp |
| clickstreams.c_id | Contact ID |
| contacts.email | Contact's email address |
| clickstreams.context1 | Answer ID that was rated |
| clickstreams.context2 | Answer Summary |
| clickstreams.context3 | Rating that was submitted |
File Attachment
- File Type docx clickstreams_08182017.docx (36.51 KB)
