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Create a post-call survey

Follow these steps to create a post-call survey.

  1. Under Survey Definition, select the survey group for which you want to create a survey.

    WorDEB5

  2. Click Add Survey AddSurveyButton.

    The Create Survey Wizard is started.

  3. On the Create Survey Wizard Welcome page, click Next.

    The Library Selection page is displayed.


    Note:
    As this is a new survey, you will not be selecting a template from the Library.

  4. Select Create new survey, and click Next.

    The Survey Type Selection page is displayed.

  5. On the Survey Type Selection page, select Post-Call and click Next.

    The Survey Settings page is displayed.

  6. On the Survey Settings page, type a Name and Description for your new survey.

  7. Select a Rank Group for your survey.

    For more information, see Define a Rank Group.

  8. If you want to record the audio for this survey, select the Record calls that use this survey check box.

    Do not select this box if you use Interaction Recorder to record calls.

  9. Enter a Minimum Acceptable Percentage for this survey.

    This is the value that is used to create Alerts in Interaction Supervisor.

  10. Click Next, the Survey Invitation Conditions page is displayed.

On the Survey Invitation Conditions page select the conditions to use when offering this survey.

  1. In the Rule Conditions box, select one or more rules to decide when this survey will be offered.

  2. In the Rule description box, click a highlighted variable for each rule to specify a value.

  3. In the value dialog that is displayed, enter the requested value for the rule, and click OK. The specified values are displayed in the Rule description box.

    Note:
    Rule Condition values are case sensitive. When setting a Rule Condition <value> for an <attribute>, the specified value must be an exact match to the value of the Attribute associated with the call. For example, if the call attribute has a value of true and the Rule Condition value is set to True, the survey will not be offered.

  4. Click Next to continue.

    The Survey Prompts page is displayed.

On the Survey Prompts page, select the prompts for users when deciding to take the survey.

You can preview available prompts, or create a new prompt from this page.

The Invitation prompt can be configured to automatically present the survey to your customer. For more details, see the following information on configuring the Invitation prompt.

  1. In the Invitation box, select a prompt that invites the customer to participate in this survey. This prompt is presented to the caller at the beginning of the interaction to participate in a survey at the end of the call. To preview the selected prompt, click the play button PlayButtton.

    Note:
    To automatically present a survey to the caller, configure the Invitation prompt to None.

    To create a new prompt, select [add recording].

    The Prompt Edit dialog is displayed.

    PromptEdit
    Prompt Audio

    To record an audio prompt from your telephone, select Station handset record, and click Record. To use an existing audio file for your prompt, select WAV file selection, and click Browse to select the file path.

    Listen to Prompt

    To listen to the prompt, in the Play To box, select the output device, and click Play.

    Prompt Information

    Type the name for this prompt in the Name box. Type the full text of this prompt in the Enter text-to-speech that will play if prompt is unavailable box.

    When you have completed the Prompt Edit dialog, click Save.

  2. In the Opt-in box, select a prompt that recognizes that the customer has chosen to take the survey, and it requests that the customer stay on the line after the interaction has concluded.

    You can preview available prompts by clicking the play buttonPlayButtton.

    Or you can create your own Opt-in prompt by selecting [add recording].

  3. In the Opt-out box, select a prompt that recognizes that the user has chosen not to take the survey.

    You can preview available prompts by clicking the play buttonPlayButtton.

    Or you can create your own Opt-out prompt by selecting [add recording].

  4. In the Welcome box select a prompt that welcomes the customer to the survey and provides instructions on how to take the survey, such as how to repeat a question or how to skip a question.

    You can preview available prompts by clicking the play buttonPlayButtton.

    Or you can create your own Welcome prompt by selecting [add recording].

  5. In the Finish box, select a prompt that is played at the completion of the survey.

    You can preview available prompts by clicking the play buttonPlayButtton.

    Or you can create your own Finish prompt by selecting [add recording].

  6. Click Create.

    You have successfully created your post-call survey, and you have the following options:

    • You can add questions to your survey by selecting the Create question now check box, and clicking Finish, which displays the Create Question Wizard

    • You can click Finish and add questions later. When you click Finish, the survey is added to the end of the list of surveys in the survey group.

    A new custom survey is indicated by a survey icon NewSurveyPurpleIcon.