This guide will walk you through how to format your Excel data for Lumoa.

Before you begin

Before you can upload your data, please check these requirements:

  • Download the Excel template with correct formatting here.

  • A non-zero amount of Customer feedback is required.

Formatting the data

There are two types of data that Lumoa receives:

  • Score based data - NPS, CSAT, 1-5 ratings, etc.

  • Open Ended data - Keywords, phrases, and sentences.

Score Based Feedback

For Score based feedback each feedback must have the following 3 types of data:

Date 📅

Any format that Excel recognizes as a date.

Score - 1-5, 0-10 etc.

Any number value.

Comment ✏️

This field is mandatory for upload, but not every feedback needs to have an open text response.

Open Ended Feedback

For Open Ended feedback the same rule applies as above, only a score is not required.

Optional fields are as follows:

ExternalId 🆔

A unique identifier, that can be used for identifying the feedback.

TranslatedComment 🇺🇲 🇫🇮 🇩🇰

If you already have your comments translated to English, add the translations to this column. Otherwise, skip this column.

Tags

Tags are used for filtering the NPS Feedback, for example, "gender" with the value "female". The maximum length for filter or its value is 64 characters. Please note that you can't use date/score/comment as a tag.

Conversational Feedback

Conversational data is a type of Open Ended feedback. Learn more about Conversational feedback.

For Conversational data some additional fields are required:

Actor 🙍

The names of users in the call. For example, this usually alternates between agent and customer.

Cnv_id 🆔

Conversation ID. This ties the open texts into one conversation, and every open text in the same conversation should have the same cnv_id.

Cnv_index 1️⃣ 2️⃣ 3️⃣ 4️⃣

The ordering of the conversation. 1 will be the first open text in the conversation, 2 the second, and so no. Continue until each open text in the conversation is accounted for.


Here is an example of what single customer feedback for NPS might look like. Required fields are marked in blue 📘 and optional fields in green 📗 .

Moving the data to Excel

If you want, you can Download the Template with correct formatting and copy-paste your existing data in the corresponding fields, or just create a new one.

Once done, you can either Upload your Data to Lumoa or ask Lumoa Customer Service to upload it.

Did this answer your question?