XM Directory Respondent Funnel

About XM Directory Respondent Funnel

XM Directory users can visualize CX program metrics such as email open rate and survey response rate with the use of the Respondent Funnel. The Respondent Funnel allows XM Directory distribution and contact metrics, transactional data, Embedded Data, and even automation run status to be uploaded into CX Dashboards for transparency with all your key stakeholders.

Enabling Respondent Funnels for a User

Once Respondent Funnels are enabled for a brand, each user who wants to use the feature to build dashboards will have to complete the steps below.

Enabling the User Permission

Enable the user permission under Contacts called Use Respondent Funnel. Make sure you can also access and manage the directory.

Enabling the Dashboard

Before following these steps, make sure you are in the account you’d like to enable this feature for. If your brand has multiple directories, you must also make sure you are in the desired directory. You can enable the Respondent Funnel for multiple directories, but you must turn it on individually for each directory.

1. Go to your directory by clicking Directories.
   
2. Select Directory Settings.
   
3. Select Respondent Funnel.
4. Click Enable Dashboard.

Mapping Funnel Data

In order to map your funnel data to the dashboard, follow the steps below.

1. Go to your Dashboard Data in the settings.
   
2. Click Add Source.
3. Hover over External Datasources.
4. Select the funnel data for the directory you want to map.
   Qtip: If you have multiple directories, you will have multiple options here, provided you have enabled the respondent funnel on each of these directories.
   Qtip: If you recently enabled the Respondent Funnel for your directory, this funnel data may not appear in the menu for some time. This step may take several minutes to two hours.
5. Deselect any fields you do not want to include, then click Add.
   

Default Fields

Special Considerations for Fields

• When making email distribution calculations (e.g., Email Bounced, Email Opened, Email Sent), the Respondent Funnel will consider all email types. To limit what emails are used in these calculations, add a filter for the Distribution Category field and filter by your desired email type. More information about the Distribution Category field can be found in the table below.
• To view data for a specific survey, you’ll need to add a dashboard filter based on Survey ID. We recommend recoding your Survey IDs to their corresponding survey name to make filtering easier.
• Survey Finished and Survey Partial Recorded are separate fields within the Respondent Funnel. Survey Finished only includes complete responses and does not include partial responses.
• Email Sent and Email Blocked are separate fields within the Respondent Funnel. This provides a more detailed record of what happened with each sent distribution.

Default Fields Overview

Many fields will be mapped into your dashboard by default. The Field Type listed here is what fits the field the best; you may need to recode fields somewhat after mapping. See the tables below for all the fields that will be mapped in by default.

For Number Sets, the value will be 0 to imply the opposite of the description occurred. Remember Number Sets can be recoded to Text Sets to add more intuitive labelling.

Available Email Fields

Available Distribution Fields

Available Contact Fields

Available Survey Fields

Available Automation Fields

Available Filter Fields

Miscellaneous Fields

Enabling Additional Fields

In order to report on transactional data or contact embedded data not included in the default fields, you will need to complete the following steps.

You should try to complete this step before users map their Respondent Funnel data, but it’s okay if you don’t. If data has already been mapped, then these fields can be added as new fields to Dashboard Data.

1. Go to your directory by selecting Directories.
   
2. Go to the Directory Settings.
   
3. Select Respondent Funnel.
4. You may need to select Change Fields.
5. Click Add Field.
   
6. Determine if the field you’re adding is transactional data or embedded data.
7. Type the name of the field. Be careful to use the exact same spelling, capitalization, and spaces.
8. Click Add Field to add another field.
   
   Attention: You can remove and add new fields as you need, but you can have no more than 50 fields at one time.
9. Click Remove to remove a field from the Respondent Funnel.
10. Click Enable Changes to add these fields as possible Fields mapped in a Respondent Funnel.

Please note that fields added here are not retroactive. The Respondent Funnel can only report on data fields that were configured when a distribution originally sent. If a data field is added here after a distribution has already sent, you will not be able to report on the data field for that distribution. However, you will be able to report on that data field for future distributions.

Using the Respondent Funnel Template

After you map your funnel data into a separate dashboard, you can technically build your dashboard however you want. This template is meant to make things easier by providing a complete report with a clean, strategic layout for your data.

1. 1. Go to your dashboard. Make sure you are in editing mode.
   2. Click the new page button.
      
   3. Select Page From Template.
   4. Select the Distribution Funnel template.
      
   5. Select the funnel data for the directory you’d like to report on.
      Qtip: If you have multiple directories, you will have multiple options here, provided you have enabled the respondent funnel on each of these directories.
   6. Click Create.