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Save Survey Response

The Save Survey Response scenario block saves the customer survey response data for a completed interaction for reporting purposes.


Scenario Builder Save Survey Response scenario block


The block assumes that the data received are responses to variations of the following survey questions:

  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 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:


Settings

Scenario Builder Save Survey Response scenario block 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.


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