🎯CX Survey (Pro)

Survey Management

Audios

Each completed survey involves 3 audio classes to be played:

• Initial greeting

• Closing speech

• Questions

Before creating our surveys, we must make sure to previously upload the audios involved in it using the OMniLeads audio module: Telephony - Audios - Custom audios.

Once the audios with which we are going to create our survey are available, then we move forward!

New Survey

The i-Survey Addon should be displayed within the Main Menu:

From there we can generate a new survey:

The first view of creating surveys involves the following fields:

• Name: The name that the new survey will have.

• Timeout: The tolerance time in which a DTMF response is expected as an interaction.

• Time retry: The time to wait to replay each question.

• Retry: The number of times you will tolerate a response not listed as an option.

• Start audio: The audio that plays as a welcome on each call transferred to the survey.

• End audio: The audio that is played when the survey ends.

Once the form is completed, the survey becomes available for further preparation, assignment and subsequent publication.

Question preparation

In the correct order, we must first generate all the questions that will be used in our survey, and then begin to associate the possible answers to each question and the actions to be triggered. Now we are going to focus on the questions, so we click on the icon with a “?” inside the survey in question. To illustrate, we are considering a post-service satisfaction survey with two questions: As can be seen in the preparation of the question, you only have to indicate the audio to be played, a name for the question, a description, and then indicate if it is the first question in the survey on the one hand and if the question is weighted, that is, the response must be averaged in the reports.

• How would you rate the level of care received from 1 to 5?

• The reason for your call was resolved

Preparation of the answers to each question

Once all the questions have been generated, the expected responses for each question must be created along with the action that each one of them must trigger. Following the example presented, there are two questions:

Next, we work on preparing responses for the initial question:

As can be seen, it is a matter of associating each DTMF expected as a response with an action:

• End

• Repeat

• Next Question

That is, the fact of receiving the expected DTMF as an interaction on the one hand qualifies the interaction and on the other triggers one of the aforementioned actions. As we can see, each of the answers leads to reproducing the next question, that is, question number two of the survey.

Note

This does not necessarily have to be the case; in a more complex example, many questions could be nested at different levels, forming a tree of the desired complexity. The second and last question in our example:

Each of the answers to this question has the action of ending the survey. Assignment to campaign and publication of the survey to production:

The survey must be associated with a campaign. Note Only one survey can be associated with a campaign. It is not feasible to associate a survey with more than one campaign. Finally, to leave the survey in production, it must be published. Transfer of the call to the survey For a post-service survey, the agent must transfer the call to the survey relevant to the campaign. To do this, he must press the transfer button, from which a modal window will be displayed with the option to transfer to the survey.