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<translate>= Save Survey Response= | <translate>= Save Survey Response= | ||
| − | + | The Save Survey Response scenario block saves the customer survey response data for a completed interaction for reporting purposes. | |
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| − | The Customer Survey [[contact-center-administrator-guide/ScenariosOverview|scenario template]] provides an example of | + | The Customer Survey [[contact-center-administrator-guide/ScenariosOverview|scenario template]] provides an example of using the Save Survey Response block in an interactive voice response-based (IVR-based) survey. |
| − | + | Survey data is aggregated and written in the following tables of the Reporting Database: [[reporting-database-specification/service in time counters|service_in_time_counters]] and [[reporting-database-specification/agent performance|agent_performance]]. | |
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Aggregated survey data appear in the following stock reports: | Aggregated survey data appear in the following stock reports: | ||
* [[reporting-reference-guide/AgentPerformanceReport|Agent Performance]] | * [[reporting-reference-guide/AgentPerformanceReport|Agent Performance]] | ||
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Revision as of 22:09, 24 October 2018
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 Select Account
- Salesforce.com Update
- 1 Save Survey Response
- Self-Service Provided
- Search Directory
- Send Message
- ServiceNow Create Object
- ServiceNow Screen Pop
- ServiceNow Search
- ServiceNow Select Account
- ServiceNow Update Object
- 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 Object
- Variables and Expressions
- Voice Segment Types
- Scenario Example
Save Survey Response
The Save Survey Response scenario block saves the customer survey response data for a completed interaction for reporting purposes.
The block assumes that the data received are responses to variations of the following survey questions:
- 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 using the Save Survey Response block in an interactive voice response-based (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 Issue was resolved response is stored in the $(first_call) variable, as is required for reporting purposes. The allowed value is 0 or 1 (integer value only).
Contact satisfaction
The Contact satisfaction response is stored in the $(contact_satisfaction) variable, as is required for reporting purposes. The allowed range is from -2147483648 to 2147483647.
Net Promoter Score data
The Net Promoter Score data response is stored in the $(NPS_raw) variable, as is required for reporting purposes. The integer number range is from 0 to 10.
Custom Field 1
Custom Field 1 is an additional field for storing custom survey information, such as a question specific to your contact center, in the $(custom1) variable. The allowed range is from -2147483647 to 2147483647.
Custom Field 2
Custom Field 2 is an additional field for storing custom survey information, such as a question specific to your contact center, in the $(custom2) variable. The allowed range is from -2147483647 to 2147483647.