Combining Respondent Funnel, Ticket, & Survey Data in a Model (CX)

About Combining Respondent Funnel, Ticket, and Survey Data in a Data Model

The data modeler gives you the freedom to combine many different data sources in one CX Dashboard. On this support page, we’ll cover how to get respondent funnel (directory information and distribution performance), ticket stats, and survey responses all in one dataset.

Combining Respondent Funnel, Ticket, and Survey Data in a Data Model

The most important thing to keep in mind is the order of the steps. Because this dataset will be a combination of specific unions and joins, you need to be careful what order you create each element – even sources.

In the example on this page, we’re going to start with a few assumptions:

• You have multiple surveys, and thus multiple ticket sources you want to combine.
• You want to report on distributions in the same dashboard, but separately from response and ticket data. This means your contact data won’t be linked, so you can’t use it to filter or break out the survey or ticket data. If you want to include contact data, see later in the page.

With this in mind, here are the steps you’ll follow:

1. Make sure funnel data is enabled.
2. Create a data model dataset.
   
3. Click Add Source.
   
4. Add your surveys.
5. Add your funnel.
6. Add your ticket data.
   Qtip: These ticket sources need to match the surveys you’ve added.
7. Create a union of:
   
   • Survey with the most fields (first source / input)
   • All other relevant surveys
   • Respondent funnel
8. Add each funnel field to the union.
   
   Qtip: See steps on adding new fields to data models, and a list of all respondent funnel fields.
9. Create a new union with just your ticket sources.
   
10. Create a join.
    
11. On the left is your first union, survey and funnel data.
12. On the right is your second union, ticket data.
13. The Join condition for the left is _recordId.
14. The Join condition for the right is ticket response ID.
15. Create your output dataset.
    
16. Publish your changes.

Making a Dataset Linked to Contact Data

On previous data model support pages, we talked about how to map ticket and survey data together. We showed you how to map funnel data to contact data, and how to combine this with survey data. Now, we’re going to combine these concepts to get XM Respondent Funnel, Ticketing, Contact data, and Surveys all in the same dataset.

1. Make sure funnel data is enabled.
2. Follow the steps on this page to prepare your surveys and map them to your respondent funnel.
   
   Attention: Do not create an output dataset or publish your changes yet!
3. Click Add Source.
   
4. Add your ticket sources.
5. If you have multiple ticket sources, create a union for them.
   
6. Create a join.
   
7. On the left is your second join, containing contact, funnel, and survey data.
8. On the right is your ticket data (whether that’s a single source or a union of multiple ticket sources).
9. The Join condition for the left is _recordId.
10. The Join condition for the right is ticket response ID.
11. Create your output dataset.
    
12. Publish your changes.