Overview
The daily extract report contains the responses sent on a specific day. Looking at the report, you may notice that some columns have missing data or that some data is wrong.
For example, this report contains the employee ID, where the customer number should be:
In this second example, there are columns with no data:
This article helps you understand why these types of errors happen and how to avoid them in the future.
Solution
Each value in the report comes from one of two sources:
- Generated or collected by ResponseTek: this is the case of the response ID, the response date, the name of the collection, the answers sent by the respondents, and the scores, to mention some examples.
- Invitations imported by the customer: customers usually include basic information for the invitation to be sent (e.g., the collection point, consumer email or phone number, language) and additional info that is replicated to the report (e.g., consumer name, product name).
When analyzing why the report is incorrect, the first thing is to determine if the troubling data is generated by ResponseTek or replicated from the invitations. Check how to do that in two scenarios: when the data is wrong and when it is missing.
When the Data Is Wrong
The first report shown above contains a column with incorrect data. Its first row is this:
In this case, we want to figure out where is the value ID043725 coming from, if it is being generated or collected by ResponseTek or replicated from the invitation.
The first you need to do is locate the file that imported the invitation. As the customer, you will look at the system that generates the invitation files or on your local repository.
<supportagent>
As an agent, this is what you need to do to locate the imported file:
- Determine the environment used by the customer.
- Log in to the CSS Tools by replacing the [ENVIRONMENT] in the URL below with the environment found in step 1 (e.g., NA3, EU5):
https://eman-[ENVIRONMENT].responsetek.com/CEM_Portal/CSS_Tools/Home.aspx
- In the drop-down at the right upper corner, choose Search Tables.
- On the screen that will open, choose Session.
- Fill in the ID field with the ResponseID/SessionID field from the report and click Search.
- Copy the invitationID from the results:
- Get the enterprise and the solution ids.
- Execute the steps in this article: How to Determine Which File an Invitation Came From? You will need the enterprise, solution, and invitation ids obtained in steps 6 and 7.
- Take note of the filename and the solution name.
- Once you have the file name, go to the customer folder in the SFTP.
- The structure inside each customer folder varies, but you can expect something like Incoming/[Solution]/Invitation/Archive. The [Solution] is the one you obtained in step 8.
- Locate the invitation file and download it to your computer.
</supportagent>
Once you find the invitation file, open it in Excel. Look for the end customer using their phone number or email address that you can find in the report (in this example, the first column). Now, check if the record includes the searched value (ID043725) and in which column. If the value is incorrect or is in the wrong column, the process that generates the invitation files must be fixed.
<supportagent>
The customer is the one that determines if the value is wrong. If you find the value reported as wrong, you must tell them that they are sending this value in the invitation files, and they must fix it. ResponseTek does not generate this data. It is copied from the invitation to the report.
</supportagent>
If you cannot find the wrong value in the invitation file, be sure you are looking at the correct invitation file. For example, compare the file update date with the response date (the report date) and check if the file is not newer than the report. If it is, the invitation is not the one that generated the report.
If you are still unable to locate the wrong value in the invitation files, please create a support ticket for further investigation and include the following information:
- The report file.
- The invitation file.
- Which data is wrong.
- If you have noticed wrong data only for this end customer or for somebody else.
<supportagent>
If you cannot determine where a value is coming from using the steps above, escalate the ticket to the PS team.
</supportagent>
When the Data Is Missing
The second report in the Overview section contains columns with no value.
If you expect all rows to have a value in these columns and some do not, this may be caused by two factors:
- The data for these columns should come in the invitation files, but it is not being sent. Look for the files used to import invitations for these end customers and check if the data is there.
- If the data is not in the invitation files, you need to fix the process that generates the invitation files, so there is always a value in these columns.
- If the data is in the invitation files, but it is not in the report, please create a support ticket and include the following information:
- The report file.
- The invitation file.
- Which data is wrong.
- If the data is not in the invitation files, you need to fix the process that generates the invitation files, so there is always a value in these columns.
- The data comes from a question that is not mandatory. Therefore, some respondents answer it, and some do not. If you need the question to become mandatory, please create a support ticket and include the following information:
- The name of the survey.
- The question you want to become mandatory.
<supportagent>
If you receive a ticket about missing data without further information, ask the customer to perform the steps described here.
If the invitation file contains the data and the report does not, or the customer asks for a question to become mandatory, escalate the ticket to the PS team.
</supportagent>
Testing
After the process has been fixed either on the customer's side or ResponseTek's side, invitation files will be correct, and daily reports will start presenting correct data. If the fix was on the customer's side, it might take some time until new invitations are imported, sent out to end customers, and answered so that the daily report can reflect the fixes.