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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:

1. Was your issue resolved on your first contact with us?
2. On a scale from one to nine, how would you rate your overall satisfaction with our service?
3. 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.

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