You may not receive the extract with the daily responses for certain days. This article helps you verify if there is any problem by checking the interactions on those days.
In order to check if an issue exists, follow these steps:
- Log in to eManager.
- On the menu, go to Reports > Customer Insights > Response List.
- Select the solution whose extract you have not received:
- When the report loads, search for the day you expect the report to be generated on the Interaction Date column.
- If you are unable to find it, this means that there were no interactions on this day or no invitations have been generated for them. This is the reason why you have not received the report. The image above shows a gap between May 23rd and May 29th. No report would be generated for those days. This is not an issue, it is just the way the system works.
If you are able to find items on the expected day, search the inbox, spam, and trash folders in your email to check if you have really not received it. If there are other people that receive these emails, ask them if they received it for these days.
As a last option, open a support ticket specifying the days you have not received a report for, the solution, and the users that should have received the report and did not.