CX - Segment Overview

A segment can be explained as your business entities, which you map into the system. By default, when the account is created you have a ‘Main segment’ added. The branches of this main segment can be added as a child unit. If you want to further add more level to map your business entities you can do so in a particular way. For example: If you are owner of McDonald’s then McD US, will be the Main segment and its branches across US will be Child segments.

When the user visits segment page, there are various actions which can be performed on this page. Following are the columns displayed on the page:

• Name: The column displays the name of segment
• Code: The column consists of segment code. This code has to be unique for each segment added. It is important to have the code as all transactions and data are mapped to specific segment through segment code
• Managers: The column shows the count of supervisors added to the specific segment
• Contacts: It represents the number of transactions added for respective segment
• Location: It shows the information about where a segment is located
• Parent: The column represents the name of parent segment under which the respective segment is added
• Username/Key: This column is only visible if the Offline Survey option in Mobile tab under Settings is turned On. From this column user can map the username/key for offline data collection.
• Actions: From the Action column user can Manage Supervisor, View Detractor Tickets, Add Child segment, Edit and Delete a segment

In addition to the columns, there are search, filter, Import and change view options too.

1. On the top right of segment list, there are 2 icons:
• Change View - On clicking it toggles the screen to show Tree view or List view. Tree view is only available for up to 100 segments.
• Search - On clicking, it enables the search bar and user can search for segment
2. Besides the above 2 icons, there is a segment filter
3. At the corner, there is a button - Import segments

Initially there is one segment added to the account. This segment is referred as ‘Main segment’. If you want to add more BU to the system, it can be done through 2 ways:

• Import segments button: Enables you to import segments in bulk
• Add Child option: Add single segment at a time as a child to an already existing segment

• Import segments: There are two options in importing segments
• Manually Adding Bulk segments
• Importing through excel file

• Through Add Child option
• Click Add Child under the Action column
• Add the details of child segment and click Save button
• The new child segment will be added to the list

To learn how to add bulk segments, refer to Import segments

Edit a segment

• On the segment list, click More drop down under the action column
• Click Edit option

• Add the details you want to the segment and click Save button

Delete a segment

• On the segment list, click More drop down under the action column
• Click Delete option
If there is any child segment added, then delete option will not be visible to its parent segment

Search a segment

• On the segment page, there is a search icon above the segment columns
• Click Search icon
• The search bar will be activated. You and type and press enter to search the results
• The search is based on segment name, code, parent segment
• To reset the search you can click x icon inside search bar, which will reset the segment list and close the search bar

Filter a segment

• On the segment page, there is a Filter drop down above the segment columns
• The filter drop down will show only those segments, which have at least one child segment
• If there are no child segments added, the filter will say No data to display

Segment managers are the owners of all the activities happening for that segment. They can perform below operations:

• View Dashboard using Dashboard Portal for their own segment's data
• You can operate the list of managers under Admin >> Managers

• Manage closed loop tickets assigned to their segment. They can check the closed loop ticket under Action >> Closed loop.
• They are also entitled to receive an email notification when a detractor response is received, provided the proper notification alerts are configured.

You can click on the Tree viewbutton and switch to the tree mode display

You can click on the Segment Name and expand the view of the child segments

You can search the segment by the name in the search bar on the top

Custom Variables are special variables used to store additional information which can be passed to the survey. The additional info passed via the variables are stored with the respondents response collected. Variable mapping helps dramatically when you have a lot of variables used in your survey. It helps to work with your own codes instead of using a system syntax (custom1, custom2, etc.,). You can use variable mapping to assign appropriate names to the variables which also appears as the column headers in the reports downloaded.

Segment custom fields are same like custom variables where additional information related to segments can be stored. You can add multiple custom fields for a segment. These segment custom fields are workspace specific and no duplicate names are allowed.