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• 5.2

Contents

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.


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 how to use the Save Survey Response block in an interactive voice response-based (IVR-based) survey.

The collected survey data is saved in your contact center's historical reports in order to provide insights on Net Promoter Score (NPS), First Call Resolution (FCR), and more.

The aggregated survey data are written in the following tables of the Reporting Database: service_in_time_counters, agent_performance, and surveys.

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.

Conversation or recording text transcript

Conversation or recording text transcript is an additional field for storing custom survey information related to conversations or recorded text transcripts. For example, variables from the Record block may be entered here (e.g., "$(transcript_survey)").

Conversation or recording sentiment

Conversation or recording sentiment is an additional field for storing custom survey information related to conversations or recorded sentiments. For example, variables from the Record block may be entered here (e.g., "$(sentiment_survey)").

Additional (custom) fields

Additional (custom) fields are any configured Custom Survey Fields; the maximum number of custom survey fields is nine. If no custom survey fields have been configured, this area of the block will be empty.


Examples of custom survey fields


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