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• 5.3

How to Create a Voice Scenario Survey

Surveys are useful tools to get feedback from customers about your company, targeted topics, and so forth.

This article explains how to create a voice scenario survey for the purpose of collecting customer satisfaction information. Note that this scenario is slightly different from the Customer Survey template provided in the Contact Center Administrator application.

Scenario Example

Click the following link to download an annotated version of this voice scenario example.
File:App Voice Scenario Survey.zip

For instructions on how to import this file into your contact center, see the Contact Center Administrator Guide, section Scenarios Overview > How to Export and Import Scenarios.

For general information about scenarios, refer to section Scenario Builder Overview.

Scenario Flow

The purpose of this scenario is to solicit customer satisfaction feedback from a voice interaction and collect this information for reporting purposes. This is accomplished by using the following scenario blocks:

Designer's note: This scenario is triggered when the Start Another Scenario block is invoked from the Target Disconnected conditional exit of a Connect Call block in a different scenario. That is, the agent must be the one who ends the call, so it is advisable to have her ask the caller if they would like to participate in a survey and then instruct the caller to stay on the line.

Please note this is an example scenario only and not intended for production use. All conditional exits should be defined with actions for production use.

Scenario Overview

The diagram shown illustrates what the complete scenario looks like when designed in the Scenario Builder application.


Voice-Survey-Overview-53.PNG


Action 1: Tell the Customer They Are Taking a Survey

This scenario begins after interaction with the agent ends, so you will want to inform the customer they have been directed to take a survey. In our example, the survey contains three questions, and we use the Play Prompt block to convey this point.


The Play Prompt block's settings


Action 2: Begin Collecting Information with the Menu Block

Next, you will configure a Menu block. In our example, we first configure the Prompt to play, which asks the customer if the problem they experienced was resolved and then instructs them to press a telephone key for their answer.

Next, we configure the telephone key valid options, which are actually conditional exits. In our example, we configure 1 to mean Resolved and 2 to be Not resolved.

Finally, we configure an Input timeout for 15 seconds, and the number of Retries to three. Doing this allows the scenario to proceed to the Exit block that follows the Menu block in the flow if no input happens within 45 seconds (i.e., the scenario will end).


How to configure your Menu block


Action 2a: Use the Set Variable Block to Pass Menu Values

If the customer has pressed either of the telephone key valid options, we want two things to happen:

  • We want to collect the information about which key was pressed.
  • We want the customer to answer the remaining two questions from our three-question survey.

In order to collect key information for each of the valid options, we use the Set Variable block. In both instances, we create a variable named first_call. On valid option 1, we set the value of first_call to 1, and on valid option 2, we set the value to 2. The variable first_call ultimately is passed to the Save Survey Response block and will collect the value corresponding to the option the customer choses.

After collecting the key information, we want the scenario to progress to the remaining two questions. This is accomplished by using Goto blocks to jump past the Exit block to the first of the two Collect Digits blocks.


The Menu block's valid choices configured with Set Variable blocks


Action 4: Use Collect Digits to Gather More Feedback

You will configure the remaining two questions in two separate Collect Digits blocks; in the scenario flow, these blocks execute consecutively.

Each Collect Digits block plays a prompt that asks a different question. In our example, the first Collect Digits block prompt asks the customer about the helpfulness of the agent and the second asks how likely they are to recommend our service.

Both blocks instruct the customer to enter numbers ranging from zero to 10 in order to answer the questions, so for each block, we configure the Max number of digits to expect to 2. Then, for the first block, we configure the Name of the variable to store the result as contact_satisfaction; for the second block, we configure the Name of the variable to store the result as NPS_raw.

Depending on the numbers the customer enters, both the contact_satisfaction variable and the NPS_raw variable pass the values to the Save Survey Response block.


One of the two Collect Digits blocks


Although the Collect Digits block does not allow you to configure conditional exits per configured option, like with the Menu block, it does contain regular conditional exits and timeout options that you can adjust to your liking.


Collect Digits conditional exits configured with Exit blocks


Action 5: Collect All Responses in a Save Survey Response Block

Before ending the scenario, you will want all values collected in the variables you created to be saved; this is accomplished by entering the variable names in a Save Survey Response block. In our example, we enter the variables as follows:

From here, the numbers the customer entered will be available for reports.


The Save Survey Response block containing all survey variables


Action 6: Play a Prompt to Thank the Customer

Finally, after the customer answers all questions and the answers are recorded in the Save Survey Response block, we use the Play Prompt to thank them for participating in the survey then end the scenario with an Exit block.


Play Prompt then Exit


Suggested Reading

In order to better understand the blocks and variables used in this scenario, we recommend reading the following articles:

And finally, don't forget to save your work early and often!


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