Voice Scenario SurveySurveys 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 [[Contact-center-administrator-guide/Voice#Customer_Survey|Customer Survey]] template provided in the Contact Center Administrator application.[[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 [[Contact-center-administrator-guide/ScenariosOverview#How_to_Export_and_Import_Scenarios|Scenarios Overview > How to Export and Import Scenarios]].For general information about scenarios, refer to section [[Scenario-builder-reference-guide/ScenarioBuilderOverview|Scenario Builder Overview]].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:
''Save Survey Response'''''Designer's note''': This scenario is triggered when the [[Scenario-builder-reference-guide/StartAnotherScenario|''Start Another Scenario'']] block is invoked from the [[Scenario-builder-reference-guide/ConnectCall#Conditional_Exits|''Target Disconnected'']] conditional exit of a [[Scenario-builder-reference-guide/ConnectCall|''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 [[Scenario-builder-reference-guide/ScenarioBuilderOverview#Conditional_Exits|conditional exits]] should be defined with actions for production use. The diagram shown illustrates what the complete scenario looks like when designed in the Scenario Builder application.[[File:Voice-Survey-Overview-53.PNG|800px|thumb|center]]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 [[Scenario-builder-reference-guide/PlayPrompt|''Play Prompt'']] block to convey this point.[[File:Voice-Survey-1-53.PNG|800px|thumb|center|The ''Play Prompt'' block's settings]]Next, you will configure a [[Scenario-builder-reference-guide/Menu|''Menu'']] block. In our example, we first configure the [[Scenario-builder-reference-guide/Menu#Prompts|''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 [[Scenario-builder-reference-guide/Menu#Conditional_Exits|valid options]], which are actually [[Scenario-builder-reference-guide/ScenarioBuilderOverview#Conditional_Exits|conditional exits]]. In our example, we configure '''1''' to mean ''Resolved'' and '''2''' to be ''Not resolved''.Finally, we configure an [[Scenario-builder-reference-guide/Menu#Input_Timeout|''Input timeout'']] for 15 seconds, and the number of [[Scenario-builder-reference-guide/Menu#Retries|''Retries'']] to three. Doing this allows the scenario to proceed to the [[Scenario-builder-reference-guide/Exit|''Exit'']] block that follows the ''Menu'' block in the flow if no input happens within 45 seconds (i.e., the scenario will end).[[File:Voice-Survey-2-53.PNG|650px|thumb|center|How to configure your Menu block]]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 [[Scenario-builder-reference-guide/SetVariable|''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 '''0'''. The variable ''first_call'' ultimately is passed to the [[#Action_5:_Collect_All_Responses_in_a_Save_Survey_Response_Block|''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 [[Scenario-builder-reference-guide/Goto|''Goto'']] blocks to jump past the [[Scenario-builder-reference-guide/Exit|''Exit'']] block to the first of the two [[Scenario-builder-reference-guide/CollectDigits|''Collect Digits'']] blocks.[[File:Voice-Survey-2a-53.PNG|800px|thumb|center|The ''Menu'' block's valid choices configured with ''Set Variable'' blocks]]You will configure the remaining two questions in two separate [[Scenario-builder-reference-guide/CollectDigits|''Collect Digits'']] blocks; in the scenario flow, these blocks execute consecutively.Each ''Collect Digits'' block [[Scenario-builder-reference-guide/CollectDigits#Prompt_to_play_.28main_prompt.29|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 [[Scenario-builder-reference-guide/CollectDigits#Max_number_of_digits_to_expect|''Max number of digits to expect'']] to '''2'''. Then, for the first block, we configure the [[Scenario-builder-reference-guide/CollectDigits#Name_of_the_variable_to_store_the_result|''Name of the variable to store the result'']] as ''contact_satisfaction''; for the second block, we configure the [[Scenario-builder-reference-guide/CollectDigits#Name_of_the_variable_to_store_the_result|''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 [[Scenario-builder-reference-guide/SaveSurveyResponse|''Save Survey Response'']] block.[[File:Voice-Survey-3-53.PNG|650px|thumb|center|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 [[Scenario-builder-reference-guide/Menu|''Menu'']] block, it does contain [[Scenario-builder-reference-guide/CollectDigits#Conditional_Exits|regular conditional exits]] and [[Scenario-builder-reference-guide/CollectDigits#Timeout_Before_First_Digit_is_Dialed|timeout options]] that you can adjust to your liking.[[File:Voice-Survey-3a-53.PNG|800px|thumb|center|''Collect Digits'' conditional exits configured with ''Exit'' blocks]]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 [[Scenario-builder-reference-guide/SaveSurveyResponse|''Save Survey Response'']] block. In our example, we enter the variables as follows:* In the [[Scenario-builder-reference-guide/SaveSurveyResponse#Issue_was_resolved|''Issue was resolved'']] field, we enter the variable from the [[Scenario-builder-reference-guide/Menu|''Menu'']] block, ''first_call''.* In the [[Scenario-builder-reference-guide/SaveSurveyResponse#Contact_satisfaction|''Contact satisfaction'']] field, we enter the variable from the first [[Scenario-builder-reference-guide/CollectDigits|''Collect Digits'']] block, ''contact_satisfaction''.* In the [[Scenario-builder-reference-guide/SaveSurveyResponse#Net_Promoter_Score_data|''Net Promoter Score data'']] field, we enter the variable from the second ''Collect Digits'' block, ''NPS_raw''.From here, the numbers the customer entered will be available for reports.[[File:Voice-Survey-4-53.PNG|800px|thumb|center|The ''Save Survey Response'' block containing all survey variables]]Finally, after the customer answers all questions and the answers are recorded in the ''Save Survey Response'' block, we use the [[Scenario-builder-reference-guide/PlayPrompt|''Play Prompt'']] to thank them for participating in the survey then end the scenario with an [[Scenario-builder-reference-guide/Exit|''Exit'']] block.[[File:Voice-Survey-5-53.PNG|800px|thumb|center|''Play Prompt'' then ''Exit'']]In order to better understand the blocks and variables used in this scenario, we recommend reading the following articles:
