About XM Directory Respondent Funnel
XM Directory users can visualize CX program metrics such as contact sample rate, 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.
- Go to your directory by clicking Directories.
- Select Directory Settings.
- Select Respondent Funnel.
- Click Enable Dashboard.
Mapping Funnel Data
Qtip: XM Directory Respondent Funnels only report on data collected after the feature has been enabled for your brand. Once it’s enabled, all data collected afterward can be reported on, regardless of when you turned it on for a specific user or when you mapped your data to a specific dashboard. After data is a year old, it will disappear from your dashboard.
For example, if the XM Directory Respondent Funnel is enabled for your brand in October of 2019, then in November of 2020, you will see the oldest data (i.e. from October 2019) disappear from your dashboard.
In order to map your funnel data to the dashboard, follow the steps below.
- Go to your Dashboard Data in the settings.
- Click Add Source.
- Hover over External Datasources.
- 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.
- Deselect any fields you do not want to include, then click Add.
Attention: New distribution events do not immediately appear in the dashboard and may take 24 hours to be included in reports.
Below is a list of all the fields that 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.
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.
|Field Name||Field Type||Description|
|Email Bounced||Number Set||1 if the sent distribution bounced. Bounced emails left Qualtrics, did not reach the recipient’s inbox, and were returned to Qualtrics servers.|
|Email Opened||Number Set||1 if the distribution was opened after being sent out.|
|Email Failed||Number Set||1 if the distribution was attempted but failed to send. There are many reasons why emails can fail. The most common reason is an incorrectly formatted email address.|
|Email Sent||Number Set||1 if Qualtrics completed the distribution. Email Sent includes email survey invitations and Reminder & Thank You emails, as well as SMS invitations.|
|Email Skipped||Number Set||1 if this distribution was not sent due to contact frequency rules.|
|Email Blocked||Number Set||1 if the distribution was a duplicate. Duplicate emails are the same message, subject line, and recipient as another email sent within a 12-hour window.|
|Email Duplicate||Number Set||An older field that is no longer used.|
|Import Row Success||Number Set||1 if automation attempted to import a row and the import succeeded.|
|Import Row Filtered||Number Set||1 if automation filtered out (did not import) this row.|
|Import Row Invalid||Number Set||1 if automation rejected this row as invalid.|
|Invalid Email Format||Number Set||1 if this row had an invalid email address format.|
|Survey Finished||Number Set||1 if the recipient finished the survey.|
|Survey Response Screened Out||Number Set||1 if the recipient was screened out of the survey.|
|Survey Started||Number Set||1 if the recipient started the survey.|
|Transaction Created||Number Set||1 if a transaction was created for this row.|
|Transaction Create Failed||Number Set||1 if the transaction failed.|
|Contact Update Failed||Number Set||1 if a contact failed to be updated.|
|Contact Update Failed Time||Date||DateTime that a contact was not successfully updated as a result of an import.|
|Email Failed Time||Date||DateTime that a distribution failed to send.|
|Email Sent Time||Date||DateTime that a distribution successfully sent.|
|Email Skipped Time||Date||DateTime that a distribution was not sent due to Contact Frequency rules.|
|Email Duplicate Time||Date||DateTime that a distribution was determined a duplicate and not sent.|
|Email Bounced Time||Date||DateTime that a distribution bounced.|
|Email Opened Time||Date||DateTime that a distribution was opened by the recipient.|
|Import Row Filtered Time||Date||DateTime that a row was filtered by the automation. This value will be blank if the row was not filtered.|
|Invalid Email Format Time||Date||DateTime the email format was determined invalid.|
|Import Row Invalid Time||Date||DateTime that a row was considered invalid by the automation. This value will be blank if the row was not filtered.|
|Import Row Success Time||Date||DateTime that a row of the automation was imported into XM Directory.|
|Survey Finished Time||Date||DateTime that the contact clicked the final “Submit” button to complete the survey.|
|Survey Response Screened Out Time||Date||DateTime that a contact was screened out of a survey.|
|Survey Started Time||Date||DateTime that the contact started the survey.|
|Transaction Created Time||Date||DateTime that a transaction was created.|
|Transaction Create Failed Time||Date||DateTime that a transaction failed.|
|First Name||Text Value||FirstName of the XM Directory contact.|
|Last Name||Text Value||LastName of the XM Directory contact.|
|Email Address||Text Value||Email of the XM Directory contact.|
|Language||Text Set||Language of the XM Directory contact.|
|Phone Number||Text Value||Phone number of the XM Directory contact.|
|External Data Reference||Text Value||The External Data Reference of the XM Directory contact.|
|File Name||Text Set||Name of the automation source file that this transaction was imported from.|
|Automation ID||Text Value||Qualtrics Automation Run ID.|
|Row Number||Text Value||Row number in the automation source file that a given transaction was imported from.|
|Contact ID||Text Value||Qualtrics ID for the individual contact.|
|Directory ID||Text Set||Qualtrics Directory ID. This can be helpful for differentiating between multiple directories.|
|Distribution ID||Text Set||Qualtrics Distribution ID. This value will be blank if no distribution was scheduled for this transaction.|
|List ID||Text Set||ID of the mailing list the contact was added to.|
|Response ID||Text Value||Qualtrics Response ID; blank if no survey response was collected for this transaction.|
|Survey ID||Text Set||Qualtrics Survey ID. This value will be blank if no distribution was scheduled for this transaction.|
|Transaction ID||Text Value||Qualtrics Transaction ID.|
|Filtered Category||Text Set||Categories are: Duplicate, NoDistributionSettings, NoLookup, Excluded, BadDistributionDate, ImproperFormat, MissingRequiredColumns, and OverQuota.|
|Filtered Reason||Text Set||An additional clarifying message about the category will be included with categories Excluded and MissingRequiredColumns.|
|Survey Partial Recorded||Number Set||1 if the survey is a partial response.|
|Survey Partial Recorded Time||Date||DateTime the response was partially recorded.|
|Contact List Subscribed||Number Set||Indicates if the contact is subscribed to the contact list. 1 if subscribed and 0 if unsubscribed. Note, this will only update if the contact unsubscribes via the opt-out link in their email invitation. Manually changing a contact’s subscription status will not update this field.|
|Contact List Subscribed Time||Date||DateTime the contact subscribed to the contact list.|
|Contact List Unsubscribed||Number Set||Indicates if the contact is unsubscribed to the contact list. 1 if unsubscribed and 0 if subscribed. Note, this will only update if the contact unsubscribes via the opt-out link in their email invitation. Manually changing a contact’s subscription status will not update this field.|
|Contact List Unsubscribed Time||Date||DateTime the contact unsubscribed from the contact list. This value will be blank if the contact is still subscribed.|
|Contact Directory Subscribed||Number Set||Indicates if the contact is subscribed to the directory. 1 if subscribed and 0 if unsubscribed. Note, this will only update if the contact unsubscribes via the opt-out link in their email invitation. Manually changing a contact’s subscription status will not update this field.|
|Contact Directory Subscribed Time||Date||DateTime the contact subscribed from your directory.|
|Contact Directory Unsubscribed||Number Set||Indicates if the contact is unsubscribed from the directory. 1 if unsubscribed and 0 if subscribed. Note, this will only update if the contact unsubscribes via the opt-out link in their email invitation. Manually changing a contact’s subscription status will not update this field.|
|Contact Directory Unsubscribed Time||Date||DateTime the contact unsubscribed from your directory. This value will be blank if the contact is still subscribed.|
|Distribution Category||Text Set||Indicates the category of email that sent. Values include Invite, Thank You, Reminder, and Other. You can add this field as a dashboard filter to easily allow you to filter based on different categories of emails.|
|Distribution Type||Text Set||Indicates the type of distribution that sent. Since there are many different distribution types, there’s a large set of possible values for this field.|
|Record Date||Date||DateTime that the record was recorded in the Respondent Funnel fieldset. The Record Date field can be nice for some users because all the different event dates are aggregated into one place; however there is a small lag between the event’s occurrence and when it is actually recorded in the fieldset. If users want to use the most accurate information, it is best to use the event-specific fields like Email Sent Time, Email Skipped Time, etc.|
|Contact Created||Number Set||1 if the contact was successfully created as a result of an import.|
|Contact Created Time||Date||DateTime that a contact was successfully created as a result of an import.|
|Contact Create Failed||Number Set||1 if the contact was unsuccessfully created as the result of an import.|
|Contact Create Failed Time||Date||DateTime that a contact was unsuccessfully created as a result of an import.|
|Email Blocked Time||Date||DateTime that the email was blocked by the recipient.|
|Distribution Channel||Text Set||The method used to distribute your message. Possible values include Email, GeneratedLink, Intercept, SMS, Unknown, and WhatsApp.|
|Bounce Type||Text Set||If your message bounced, indicates if it was a hard of soft bounce.|
|RecipientID||Text Set||The contact’s ID within a specific mailing list.|
Enabling Additional Fields
In order to report on transactional data or embedded data not included in the default fields, you will need to complete the following steps. This is helpful if you have an SFTP contact import automation running and want to report on the fields imported or updated in the automation.
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.
- Go to your directory by selecting Directories.
- Go to the Directory Settings.
- Select Respondent Funnel.
- You may need to select Change Fields.
- Click Add Field.
- Determine if the field you’re adding is transactional data or embedded data.
- Type the name of the field. Be careful to use the exact same spelling, capitalization, and spaces.
- 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.
- Click Remove to remove a field from the Respondent Funnel.
- 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.
- Go to your dashboard. Make sure you are in editing mode.
- Click the new page button.
- Select Page From Template.
- Select the Distribution Funnel template.
- 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.
- Click Create.