Exporter for Qualtrics

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The integration for Qualtrics improves workplace technology experiences by combining the power of operational data (O-Data) from Nexthink and employee experience data (X-Data) from Qualtrics. It enables the identification of behaviors by leveraging operational data from Nexthink via NQL and triggering Qualtrics surveys to collect information from users in a timely manner.

Prerequisites

This integration requires:

• The connector for Entra ID to get employee email addresses. Refer to the Connector for Microsoft Entra ID (Azure AD) documentation.

• NQL queries that are available as part of Data Export.

• Administrator privileges for the Nexthink web interface to configure the integration.

• Brand Manager role for Qualtrics to configure the integration.

• All the necessary resources that are created in Qualtrics: directory, survey, message and mailing list.

Defining behavior using NQL

To distribute a Qualtrics survey, the system evaluates an NQL on a scheduled basis. It then distributes the survey to the user emails returned by the NQL query.

The NQL query used to trigger a Qualtrics survey must return:

• only one field

• a field that contains an email address.

Consider the following examples.

Users who are not using a recently rolled-out application actively

users
| with execution.events during past 7d
| where binary.name == "teams.exe"
| compute 
  total_connections = number_of_established_connections.sum() + 
    number_of_rejected_connections.sum() + 
    number_of_no_service_connections.sum(), 
  total_focus_time = focus_time.sum()
| where avg_focus_time > 1min and total_connections > 150
| list ad.email_address

Users who have significantly used a recently rolled-out application

users
| with execution.events during past 7d
| where binary.name == "*teams*"
| compute 
  total_connections = number_of_established_connections.sum() + 
    number_of_rejected_connections.sum() + 
    number_of_no_service_connections.sum(), 
  total_focus_time = focus_time.sum()
| where total_connections < 5 and total_focus_time < 1h
| list ad.departent 

Users that are experiencing too many crashes with a specific application

users
| with execution.crashes during past 5d
| where binary.name in ["*zscaler*"]
| compute total_crashes = number_of_crashes.sum()
| where total_crashes > 10
| list ad.city

Users who haven't responded to a specific Engage campaign

campaign.#RemoteWorkDemo.responses
| where campaign.status == published 
and state == targeted 
and state_details != fully
| list user.ad.email_address

Users who are not very active on any of the communication apps

users
| include collaboration.sessions during past 5d
| compute max_duration = duration.max()
| where max_duration < 15min or max_duration == null
| list ad.email_address

Validations

1. Returning more than one field in the NQL query will throw a validation error

   
2. Returning a field that is not linked to the user object will throw a validation error

   

Configuring Qualtrics connector credentials in Nexthink

Configure the credentials to access Qualtrics from the Nexthink web interface:

1. Select Administration from the main menu.

2. Select Connector credentials located under Integrations in the navigation panel.

3. Create a New Credential.

4. Fill in the credential Name.

5. Select HTTPS as the protocol

6. Select OAuth 2.0 - Client Credentials as the authorization mechanism

7. Fill in the following values:

   • URL address: taken from the Qualtrics URL: https://mycompany.qualtrics.com

   • Access Token URL: https://mycompany.qualtrics.com/oauth2/token

   • Client ID: obtained from Qualtrics

   • Client secret: obtained from Qualtrics

   • Scope: manage:all

8. Save the credential.

Refer to the Connector credentials documentation for more information.

Creating a Qualtrics data exporter in Nexthink

Configure the outbound connector to distribute a Qualtrics survey:

1. Select Administration from the main menu.

2. Click on Outbound connectors from the Integrations section of the navigation panel.

3. Select Data Exporter from the table.

4. Click on the New exporter button located at the top right of the page.

General tab

• Name: enter a meaningful name for the data exporter.

• Description: enter a meaningful description of the goal of the data exporter.

• Active: switch on the toggle to enable the exporter.

• Survey Id: must start with SV_

• Directory Id: must start with POOL_

• Message Id: must start with MS_

• Library Id: must start with UR_

• Mailing List Id: must start with CG_

• From email: must be [e-mail]

• From Name: name of sender

• Subject: subject of email

Refer to Qualtrics (external) documentation for more information.

Data tab

• Scheduling frequency: define how often the system executes the NQL query and exports data. The available options are:

  • Hourly: The system triggers the data export data based on the value selected in the drop-down menu. For instance, every 1h, 2h, 3h, 4h, 6h or 12h.

  • Daily: The system triggers the data export every day at 00:00 of the timezone where the Nexthink cloud instance is located.

  • Weekly: The system triggers the data export weekly, on the selected day at 00:00 of the timezone where the Nexthink cloud instance is located.

• NQL Query: Enter the NQL query defined in step 1.

For Hourly and Daily scheduling frequencies, the system waits 20 minutes to execute the data exporter to allow the previous bucket to close properly for data completeness.

You must select a value for the Recurrence option because the system does not generate a default value and does not indicate that the value is missing during the validation process.

Testing the Qualtrics data exporter

Click on the Tests load up to 20 records button to validate the connection before saving the configuration.

• If the NQL query and the connection are valid, a message appears indicating that the query results has been successfully delivered.

• If the NQL query or the connection is invalid, a message appears informing about the error details.

Refer to the Managing data exporters documentation to learn more about data exporters creation, editing, deleting and disabling.

Checking in Qualtrics that the system has distributed the survey

1. Log in to Qualtrics using your credentials.

2. Open the survey you have referenced in Nexthink using the filter on the home page.

3. Open the survey.

4. Open the Distributions tab.

5. Select the Email option. A new entry appears with the date indicating when you have triggered the survey.

6. All entries in the list indicate:

   • The number of times the system has distributed the survey (1).

   • The number of users the system has sent the survey out to (2).

   • The status of the survey (3).

Troubleshooting Guide

The system is not sending the survey

There may be many reasons why the system is not sending a survey. Below is a list of the most common reasons:

• Wrong credentials: Check the credentials configuration.

• Wrong Qualtrics Id: Make sure the IDs selected from Qualtrics match the prefixes specified in the placeholders when configuring Data Export.

• Wrong from email: Qualtrics only allows a subset of emails when distributing a survey. The values are:

  • <noreply>@qemailserver.com

  • <noreply>@qualtrics-survey.com

  • <noreply>@qualtrics-research.com

Replace <noreply> with any username.

• Wrong NQL query: Qualtrics distributes surveys to a list of user emails that the NQL query specified in Data Export must return. Verify that the NQL query always returns a list of valid emails. Refer to the Investigations documentation for more information.

• Multiple surveys target the same users within the same hour: Qualtrics avoids distributing multiple surveys to avoid saturating the recipients of those surveys. If the system sends the same survey to the same users within the same hour, Qualtrics blocks it, and the distribution appears with the comment “X Duplicated Emails” and 0 for targeted recipients.

  

  In this scenario, we recommend customizing the Email Message to add the timestamp, so the message differs every time.

• The system sent the survey, but it didn’t reach the entire list of recipients: There may be a scenario where the system does not deliver surveys to a subset of targeted recipients. In this case, Qualtrics provides a message detailing what the problem could be:

  
• The emails with the surveys are marked as Spam: This might be the email server policy at your company or individual settings of the user’s email that identify Qualtrics emails as spam. Refer to the Include Quality Email Content documentation for more information.

F.A.Q.

What happens if the NQL query doesn't return a list of emails?

If the NQL query added as part of the Qualtrics Data Export configuration doesn’t return a valid list of email addresses, the system will not distribute the survey.

What if I want to distribute a survey for a list of devices?

This is impossible since the integration only distributes surveys to users, not devices.

How do we know if anything has gone wrong in the execution of the Qualtrics Data Exporter?

Currently, Nexthink does not offer a way of knowing the execution status of any Data Export. This capability will be available in upcoming releases.

Track the status of each survey distribution in Qualtrics.

Is there another mechanism besides email to distribute a Qualtrics survey?

The existing Nexthink integration with Qualtrics only allows for survey distribution via email.

How can I improve the Qualtrics email message?

Customize the email message in Qualtrics.

What happens if the NQL query doesn't end up returning an email address?

If by mistake the field returned as part of the NQL query is a user field, but doesn’t have an email format. There will be an error that will be registered in Nexthink and the email won’t be sent out. In the future, the execution status will be retrieved to know what exporters have errors.