From Bright Pattern Documentation
Contents
- Introduction
- Scenario Builder Application
- Scenario Blocks
- Accept
- Add to Calling List
- Answer
- Attached Data
- Collect Digits
- Comment
- Connect Call
- Connect Chat
- DB Execute
- Exception Handler
- Exit
- Fetch URL
- Find Agent
- Get Next Record
- Get Statistics
- Get User Configuration
- Goto
- If
- Internal Message
- Log
- Menu
- Play Prompt
- Record
- Request Callback
- Request Input
- Request Skill or Service
- RightNow Create Object
- RightNow Screen Pop
- RightNow Search
- RightNow Select Account
- RightNow Update
- Salesforce.com Delete
- Salesforce.com Insert
- Salesforce.com Screenpop
- Salesforce.com Search
- Salesforce.com Update
- 1 Save Survey Response
- Self-Service Provided
- Search Directory
- Send Message
- Set Agent State
- Set Disposition
- Set Priority
- Set Prompt Language
- Set Variable
- Start Another Scenario
- Stop Prompt
- Voicemail
- Wait
- Web Screen Pop
- Zendesk Create Object
- Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update
- Variables and Expressions
- Voice Segment Types
- Scenario Example
Scenario Builder Reference Guide
Save Survey Response
This block saves the customer survey response data for a completed interaction for reporting purposes. The block assumes that the questions that the responses are given to are some variations of the following:
- Was your issue resolved on your first contact with us?
- On a scale from one to nine, how would you rate your overall satisfaction with our service?
- On a scale from one to nine, how likely are you to recommend our product to your friend/colleague?
The Customer Survey scenario template provides an example of use of this block in an IVR-based survey.
Survey data is aggregated and written in the following tables of the Reporting Database: service_in_time_counters and agent_performance.
Aggregated survey data appear in the following stock reports:
- Agent Performance
- Intra-Team by Service
- Intra-Team Performance
- Team Operation Quality
- Team Performance
- Service Metrics
Settings
- Issue was resolved – The response is stored in the $(first_call) variable as required for reporting.
- Contact satisfaction - The response is stored in the $(contact_satisfaction) variable as required for reporting.
- Net Promoter Score data - The response is stored in the $(NPS_raw) variable as required for reporting.