Routing: Survey

Survey

The IVR Survey Module, located under the "Routing" menu category provides functionality to:

• Create and edit surveys that contain open-ended questions or standard responses
  
• View a summary of surveys attempted with results
  
• Show the detailed results of the survey
  
• Listen to open-ended questions and hear customer comments/feedback
  

There are two demo IVRs included for your review. Please dial one or both of the following numbers for review of the demos: 972-895-5109, 

972-895-5144

Helpful Hint:  

IVR recordings need to be .wav files saved at 8000 hz, mono, with a bit rate of 16. (8000hz mono 16 bit)

To see the results of Taken Surveys, select the number under the column.  The results displayed include:

Date                      Date Survey was taken

Phone Number     Caller ID of customer transferred to the survey

Agent                    Agent who transferred the call

Campaign             Campaign Name

AccountID             Account ID

Successful?          If the survey was successfully taken (yes or -- for no)

Q1                         Recording will appear if open ended; selection if not

Q2                         Recording will appear if open ended; selection if not

Q3                         Recording will appear if open ended; selection if not

Create New Survey

To create a new survey, select "+new survey".  Enter the new Survey Title and click "Submit".

Surveys have been configured with a default wait time of 8 seconds for responses and a default repeat times of 3 but can be changed as needed.

The Intro Audio is the recording you would like to play as an introduction on the call.

The Outro Audio (success) is the recording you would like to play at the end of a completed/successful survey.

The Outro Audio (failure) is the recording you would like to play if there was a failure (no response, could not understand).

To add questions to the survey, select "+new question".

Enter a meaningful title for the question.

Select whether the question is to be open-ended.  If it is not an open ended question, valid options will appear for your selection (i.e., 1,2,3).

Choose your audio file.  After selecting the file, press "upload".

When finished, click "save changes".

Once you have finished creating the new survey, you must update or create an IVR.

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