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Bright Pattern Contact Center provides post-interaction surveys to collect first-hand information from customers, which can help supervisors and teams assess agent performance and customer satisfaction. Surveys allow for up to five questions for customers to answer, with complete reporting on that data. | Bright Pattern Contact Center provides post-interaction surveys to collect first-hand information from customers, which can help supervisors and teams assess agent performance and customer satisfaction. Surveys allow for up to five questions for customers to answer, with complete reporting on that data. | ||
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| + | The Save Survey Response scenario block saves the customer survey response data for a completed interaction for reporting purposes. | ||
Latest revision as of 22:10, 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
Bright Pattern Contact Center provides post-interaction surveys to collect first-hand information from customers, which can help supervisors and teams assess agent performance and customer satisfaction. Surveys allow for up to five questions for customers to answer, with complete reporting on that data.
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.