• 5.19 • 5.3 • 5.8

Survey Forms

Survey forms are designed to be sent to your customers via email after interactions are completed. Email interactions are not dictated by scenario, so while it is not possible to utilize the interactive survey features associated with chat or voice scenarios, survey forms provide you an opportunity to request satisfaction input.

Survey forms are created and edited in the Survey Form Editor application and can be distributed by post-transaction workflows. Additionally, a single survey form may be configured in any number of languages you need. For more information, see the configuration example.

Note: This feature is enabled per contact center. For more information, contact your service provider.

Quality Management > Survey Forms configuration

Working with Survey Forms

To create or edit a survey form, navigate to Quality Management in the root menu and select the Survey Forms option. The list in the left pane will list the existing forms. For general information about creating forms, see our configuration example.

How to Add a Form

Click the Add new form button.
In the Survey Form Editor application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Edit a Form

Select a form in the list of forms that appears.
Click the Edit button.
In the Survey Form Editor application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Delete a Form

In the list of forms that appears, select the form you wish to remove.
Click the Delete button.

How to Clone a Form

In the list of forms that appears, select the form you wish to duplicate.
Click the Clone form button.
The duplicated form will appear in the list with name "Clone of <Name of Original Form>".

How to Import a Form

Click the Import form button.
In the dialog that appears, enter the name of the form you wish to import, browse for the file, and click Upload.
The imported form will appear in the list.

How to Export a Form

In the list of forms that appears, select the form you wish to export.
Click the Export form button.
The form will be downloaded immediately.

Properties

The following is a list of editable properties for Survey Forms. To accept changes made to the properties, click the Apply button. To cancel changes before they have been applied, click the Reset button.