DES/Current/Designer/Survey - Revision history

WikiSysop at 14:30, August 16, 2022

2022-08-16T14:30:50Z

Brian.marshall@genesys.com: Published

2021-06-22T19:39:56Z

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2021-04-21T13:57:53Z

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2020-06-08T15:21:28Z

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{{Article
|Standalone=No
|DisplayName=Setup Survey Block
|TocName=Setup Survey Block
|Context=Use this block to set up a survey that you can offer to customers.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Designer
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=You can use the '''Setup Survey''' block in the '''Assisted Service''' phase to set up a survey for the caller.

Typically, you {{Link-SomewhereInThisManual|topic=Survey|anchor=Offer_the_Survey|display text=offer the survey}} earlier in the session, in either the '''Self Service''' phase or before routing begins in the '''Assisted Service''' phase. Then, once the customer has been served, place the '''Setup Survey''' block in the '''Assisted Service''' phase to provide the survey functions.

Once the block is set, you can choose to start the survey immediately (the customer completes the survey within the '''Self Service''' phase of the current application), or after the customer has finished talking to an agent (if they agreed earlier to take the survey, the customer is then sent to a number assigned to {{Link-SomewhereInThisManual|topic=Survey|anchor=Creating_the_Survey_Application|display text=a survey application}}).

You can also choose to not start the survey if the customer rejects the offer or to not offer the survey at all.

This video demonstrates how to build a chat-based survey in Designer and how you can use the {{Link-SomewhereInThisVersion|manual=Designer|topic=SurveysDash}} dashboard to view and track the results:<br />
{{#widget:Vimeo|id=394525149}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Using this Block
|anchor=UsingthisBlock
|alignment=Vertical
|Media=
|image=
|structuredtext=In most applications, you will place a {{Link-SomewhereInThisManual|topic=UserInput|anchor=top|display text=User Input block}} before the '''Setup Survey''' block and use prompts to ask the customer if they want to take a survey. You can then use a {{Link-SomewhereInThisManual|topic=Segmentation|anchor=top|display text=Segmentation block}} to segment the interaction based on the customer's response.

The sections below explain how to incorporate a survey into an existing application. Your application and User Variable names might differ.

{{NoteFormat|The examples below offer the survey in the '''Assisted Service''' phase, but it is also possible to offer the survey in the '''Self Service''' phase. In either case, the '''Setup Survey''' block must be placed in the '''Assisted Service''' phase.}}

===Offer the Survey===
Click the '''Initialize''' phase and create a '''User Variable''' named '''varSurveyResponse'''.

[[File:des_setupsurvey_initialize.png]]

In the '''Assisted Service''' phase of your application, before the interaction is routed, add a '''User Input''' block and create a message in the '''Prompts''' tab. In this example, you can use the following values:

[[File:des_setupsurvey_userinput1.png]]

Next, in the '''Results''' tab, select the '''varSurveyResponse''' variable that you created earlier. This variable stores the input from the customer.

[[File:des_setupsurvey_userinput2.png]]

Next, place a {{Link-SomewhereInThisManual|topic=Segmentation|anchor=top|display text=Segmentation block}} to configure how your application responds to the result from the '''User Input''' block. In this example, configure the '''Segmentation''' block as shown below:

[[File:des_setupsurvey_segmentation.png]]

===Set Up Survey Segment===
The application processes the '''Set Up Survey''' segment if the customer pressed '''1''' to accept the survey. Next, the application uses a {{Link-SomewhereInThisVersion|manual=Designer|topic=PlayMessage|display text=Play Message block}} to thank the customer for taking the survey.

[[File:des_setupsurvey_playmessage1.png]]

Next, place a '''Setup Survey''' block before the interaction is routed to an agent and select the '''Post agent: Survey will start after talking to an agent''' option. Our example is based on a voice interaction, so we'll also enter the DN of the survey application. The example shown below uses the DN <tt>5555</tt>, but your survey application might use a different DN. Optionally, you can enable the check box to specify the DN as a variable.

[[File:des_setupsurvey_postagent_01.png]]

For a chat-based survey, leave the DN field blank. You can specify the name of the chat survey application in the '''Advanced''' tab of the {{Link-SomewhereInThisVersion|manual=Designer|topic=RouteCall}} (or {{Link-SomewhereInThisVersion|manual=Designer|topic=Route}}), under the '''Post processing application''' section.

[[File:des_route_advanced_postapp.png]]

The interaction forwards to the survey application. See the {{Link-SomewhereInThisVersion|manual=Designer|topic=Survey|display text=Creating the Survey Application|anchor=Creating_the_Survey_Application}} section for more information.

===No Survey Segment===
The application processes the '''No Survey''' segment if the customer pressed '''2''' to decline the survey.

Place a '''Setup Survey''' block and select '''Setup was offered but it was rejected'''.

[[File:des_setupsurvey_rejected.png]]

===Survey Not Offered===
You might have noticed that a third option exists in the '''Setup Survey''' block - '''Setup was not offered - no need to setup survey'''.

For reporting, this option records that the customer was never offered a survey. This can happen for several reasons. For example, the customer might have ended the call early or in the '''Self Service''' phase, or your application might contain a segment in which it does not make sense to offer a survey.

To receive reporting in these scenarios, you must place a '''Setup Survey''' block in your application and select the '''Setup was not offered - no need to setup survey''' option to record that this interaction did not include a survey offer.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Creating the Survey Application
|anchor=Creating_the_Survey_Application
|alignment=Vertical
|Media=
|image=
|structuredtext=The actual survey takes place in a second application. This application is loaded on the number that you specified in the '''Setup Survey''' block.

A survey application is created with the application type '''Default''' and behaves in the same way as other applications. You can use '''User Input''' blocks to ask questions and record responses. Each '''User Input''' block stores the response from the customer for reporting.

{{NoteFormat|As survey applications are '''Default''' type applications, you can use {{Link-SomewhereInThisVersion|manual=Designer|topic=RouteCall|display text=Route Call}} and various other blocks to direct the call if the customer's survey responses meet certain criteria. For example, if the customer inputs a low satisfaction score, you can use a {{Link-SomewhereInThisManual|topic=Segmentation|anchor=top|display text=Segmentation}} block to check for low satisfaction scores and a '''Route Call''' block to route the interaction to an agent to follow up on the customer's concerns.|2}}

===Example===
The following example demonstrates how to create a simple survey application.

First, create a new application of type '''Default''' to provide the survey.

In the application, create a series of variables to hold the questions and answers for your survey. In the example below, '''question1''' and '''question2''' hold the question that the survey asks the customer, and '''survey_iAnswer1''' and '''survey_iAnswer2''' holds the answer from the customer.

[[File:des_setupsurvey_sample1.png]]

Designer also provides standard variables, which you can view in the '''System Variables''' tab, that you can use if your company uses standard reporting. For example, instead of using '''survey_iAnswer2''' to hold the feedback score for the agent, we could instead use '''survey_iAgentScore'''.

{{{!}}
!'''Variable'''
!'''Editable'''
!'''Purpose'''
{{!}}-
{{!}}'''survey_sOffer'''
{{!}}No
{{!}}Specifies whether a survey was offered, accepted, or rejected. This variable is set by the '''Setup Survey''' block.
{{!}}-
{{!}}'''survey_iRecommendScore'''
{{!}}Yes
{{!}}A rating (on a scale from 0 to 10) that indicates if the company, product, or service is recommended. This variable is used for calculating the Net Promoter Score (NPS).
{{!}}-
{{!}}'''survey_iAgentScore'''
{{!}}Yes
{{!}}Specifies a user satisfaction score for the agent (if this question is asked in the survey).
{{!}}-
{{!}}'''survey_iCompanyScore'''
{{!}}Yes
{{!}}Specifes a user satisfaction score for the company (if this question is asked in the survey).
{{!}}-
{{!}}'''survey_iCallScore'''
{{!}}Yes
{{!}}Specifies a user satisfaction score for the entire call (if this question is asked in the survey).
{{!}}-
{{!}}'''survey_iProductScore'''
{{!}}Yes
{{!}}Specifies a user satisfaction score for the product (if this question is asked in the survey).
{{!}}-
{{!}}'''survey_sQ1..10'''
{{!}}Yes
{{!}}You can create these variables (1-10) to store '''string'''-type survey responses that will be used for reporting. (Use the naming convention as shown. For example, ''survey_sQ1'', ''survey_sQ2'', and so on.)
{{!}}-
{{!}}'''survey_iQ1..10'''
{{!}}Yes
{{!}}You can create these variables (1-10) to store '''integer'''-type survey responses that will be used for reporting. (Use the naming convention as shown. For example, ''survey_iQ1'', ''survey_iQ2'', and so on.)
{{!}}}

{{NoteFormat|Survey answer variables must use the following naming convention:

*The name must have the prefix <tt>survey_</tt>.
*The next character must indicate the data type (for example, <tt>i</tt> for integer or <tt>s</tt> for string).
*Example: <tt>survey_iAnswer</tt>.}}

Next, we add a series of {{Link-SomewhereInThisVersion|manual=Designer|topic=UserInput|display text=User Input}} blocks and {{Link-SomewhereInThisManual|topic=Milestone|anchor=Survey|display text=Milestone}} blocks to the '''Self Service''' phase. The '''User Input''' block asks the survey question and the '''Milestone''' block reports the survey answer.

[[File:des_setupsurvey_sample2.png]]

In each '''User Input''' block, select the question variable in the '''Prompts''' tab and answer variable in the '''Results''' tab.

[[File:des_setupsurvey_sample3.png]]

[[File:des_setupsurvey_sample4.png]]

In each '''Milestone''' block, select the question and answer to send to reporting.

[[File:des_setupsurvey_sample5.png]]

The following graphics show the process for survey question two, using the standard answer variable '''survey_iAgentScore'''.

[[File:des_setupsurvey_sample6.png]]

[[File:des_setupsurvey_sample7.png]]

[[File:des_setupsurvey_sample8.png]]
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 10: / Line 10: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=You can use the '''Setup Survey''' block in the '''Assisted Service''' phase to set up a survey for the caller.
+|structuredtext={{NoteFormat|Surveys are not supported on asynchronous chat or messaging channels.|}}
 Typically, you {{Link-SomewhereInThisManual|topic=Survey|anchor=Offer_the_Survey|display text=offer the survey}} earlier in the session, in either the '''Self Service''' phase or before routing begins in the '''Assisted Service''' phase. Then, once the customer has been served, place the '''Setup Survey''' block in the '''Assisted Service''' phase to provide the survey functions.

@@ Line 8: / Line 8: @@
 |Role=Administrator
 |Application=Designer
 |Section={{Section
 |alignment=Vertical
 |structuredtext=You can use the '''Setup Survey''' block in the '''Assisted Service''' phase to set up a survey for the caller.
@@ Line 24: / Line 19: @@
 This video demonstrates how to build a chat-based survey in Designer and how you can use the {{Link-SomewhereInThisVersion|manual=Designer|topic=SurveysDash}} dashboard to view and track the results:<br />
-{{Video|id=394525149}}
+{{Video|id=394525149|Description=Building a chat-based survey}}
 |Status=No
 }}{{Section
@@ Line 32: / Line 25: @@
 |anchor=UsingthisBlock
 |alignment=Vertical
 |structuredtext=In most applications, you will place a {{Link-SomewhereInThisManual|topic=UserInput|anchor=top|display text=User Input block}} before the '''Setup Survey''' block and use prompts to ask the customer if they want to take a survey. You can then use a {{Link-SomewhereInThisManual|topic=Segmentation|anchor=top|display text=Segmentation block}} to segment the interaction based on the customer's response.
@@ Line 85: / Line 76: @@
 To receive reporting in these scenarios, you must place a '''Setup Survey''' block in your application and select the '''Setup was not offered - no need to setup survey''' option to record that this interaction did not include a survey offer.
 |Status=No
 }}{{Section
@@ Line 92: / Line 81: @@
 |anchor=Creating_the_Survey_Application
 |alignment=Vertical
 |structuredtext=The actual survey takes place in a second application. This application is loaded on the number that you specified in the '''Setup Survey''' block.
@@ Line 176: / Line 163: @@
 [[File:des_setupsurvey_sample8.png]]
 |Status=No
 }}
 }}

@@ Line 24: / Line 24: @@
 This video demonstrates how to build a chat-based survey in Designer and how you can use the {{Link-SomewhereInThisVersion|manual=Designer|topic=SurveysDash}} dashboard to view and track the results:<br />
-{{#widget:Vimeo|id=394525149}}
+{{Video|id=394525149}}
 |structuredtextwide=
 |FAQHeading=

← Older revision	Revision as of 13:57, April 21, 2021
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 |Context=Use this block to set up a survey that you can offer to customers.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Designer

DES/Current/Designer/Survey - Revision history

WikiSysop at 14:30, August 16, 2022

Brian.marshall@genesys.com: Published

Ed.jamer@genesys.com: Text replacement - "{{#widget:Vimeo" to "{{Video"

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/Survey to DES/Current/Designer/Survey: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"